A Business Case for Trustpilot

The Business Case for Trustpilot Auto Replies

Trustpilot is a public channel and, as such, needs to be managed effectively much like public social media channels. If you get a positive review, you should respond promptly to say ‘thank you’. And if you get a negative review, it’s even more important to have the resource in place to respond appropriately.

DigiDesk’s integration with Trustpilot enables you to respond automatically to positive reviews, with a range of tailored responses. This allows your team to focus on responding to negative reviews manually. And, we have a range of features to ensure your auto response is not seen as robotic or canned.

Intelligent Auto-Replies

Workflow can be set up to identify reviews within a specified scoring range (say 4 and 5 star reviews), which will trigger an automatic reply. You can also set up workflow to identify certain keywords and phrases (such as ‘complaint’), which can trigger a specific auto response or real-time alert to prioritise a manual response.

Range of Auto-Replies

For each auto reply that you set up, you can define up to 10 ‘variants’. DigiDesk will cycle through each variant, in turn, to auto reply to customer reviews. This feature is designed to avoid repetition of the same auto response, across multiple reviews, which can tend to look robotic and automated to customers.

Intelligent Auto-Replies

Workflow can be set up to identify reviews within a specified scoring range (say 4 and 5 star reviews), which will trigger an automatic reply. You can also set up workflow to identify certain keywords and phrases (such as ‘complaint’), which can trigger a specific auto response or real-time alert to prioritise a manual response.

Range of Auto-Replies

For each auto reply that you set up, you can define up to 10 ‘variants’. DigiDesk will cycle through each variant, in turn, to auto reply to customer reviews. This feature is designed to avoid repetition of the same auto response, across multiple reviews, which can tend to look robotic and automated to customers.

Trustpilot multilingual analysis, from DigiDesk

Configurable Delay to Auto-Replies

For each DigiDesk account, we can create a configurable ‘delay’ to auto replies. For example, this may be set from 15 minutes to 60 minutes. DigiDesk will then send the auto reply, randomly, within the defined period. Once again, this feature is designed to avoid the perception of automated, robotic replies to customers.

Multilingual Replies

DigiDesk can automatically recognise a review written in a foreign language. For example, workflow can identify a 5 star review written in French and automatically reply with a response in the native French language. DigiDesk can manage over 100 foreign languages, with real-time translation and native auto replies available.

Configurable Delay to Auto-Replies

For each DigiDesk account, we can create a configurable ‘delay’ to auto replies. For example, this may be set from 15 minutes to 60 minutes. DigiDesk will then send the auto reply, randomly, within the defined period. Once again, this feature is designed to avoid the perception of automated, robotic replies to customers.

Multilingual Replies

DigiDesk can automatically recognise a review written in a foreign language. For example, workflow can identify a 5 star review written in French and automatically reply with a response in the native French language. DigiDesk can manage over 100 foreign languages, with real-time translation and native auto replies available.

Trustpilot multilingual analysis, from DigiDesk

Start A Conversation That Matters

Book a tour of the DigiDesk’s platform, today

Start A Conversation That Matters

Book a tour of the DigiDesk’s platform, today

The Business Case

By using intelligent auto replies, there are significant benefits to your organisation. In our experience, we are seeing the potential to auto reply to up to 70% of Trustpilot reviews. That’s 70% of customers getting a very prompt response to their positive reviews, whilst achieving a serious saving in resource and cost to your business.

Typical cost saving on 1,000 Trustpilot reviews, per month:

  • 1,000 Reviews | Based on 1,000 Trustpilot reviews, per month
  • 700 Auto-Replies | Based on 70% of reviews @ 4-5 stars, with auto replies
  • Saving 60 Hours | Based on an average handle time of 5 minutes, per review
  • Saving £1,400 | Based on an average cost of £2 per interaction, per month

Based on the typical example above, by using intelligent auto replies through DigiDesk, there could be a £16,800 cost saving, per annum. With your team able to apply more focus on managing negative reviews, you should also see a much-enhanced overall customer experience. We feel that this all adds up to a very compelling business case!

To find out more about our intelligent auto-replies, and how you could build a business case to work with DigiDesk, please get in touch with us here…

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