Using BI to grow sales and scale quickly.
About TrustpilotTrustPilot is a review community that builds trust and transparency between consumers and businesses. With their HQ in Denmark, Trustpilot has quickly expanded throughout the rest of the world as the top platform to make more informed purchasing decisions.
Next case study: Apteligent
Because Trustpilot’s revenue comes from businesses who own their profiles, they rely heavily on the ability to quickly visualize and analyze real time data to figure out how their users are interacting with each business and why. Trustpilot is then able to present this data in an easy to understand dashboard that provides extreme value to their prospects and customers.
Focusing on transparency and Data Empowerment
Before Chartio, Trustpilot had data in 5 different databases with no real way to retrieve it to dive deep and explore what was going on. “We knew we had a lot of data but we didn’t know where the data was and what it was telling us,” said Niklas Stephenson who heads the data products team that works with TrustPilot’s B2B product offerings.
Trustpilot chose Chartio as their BI tool because of how it outperformed for their criteria of agility and scalability. “Using a self-service tool like Chartio that adapts with us as we expand, gives us the ability to effortlessly visualize and interact with our multiple data sources, including our Redshift data, all in real time,” says Niklas.
Using a self-service tool like Chartio that adapts with us as we expand, gives us the ability to effortlessly visualize and interact with our multiple data sources, including our Redshift data, all in real time.
As Trustpilot grows, they have found that people are asking for more data, charts, and metrics all the time. “We are really putting a focus on transparency within the company to effortlessly share and analyze our data. Chartio allows us to do this across the company and is easily scaling with us without the growing pains.”
Everyone in their company can now login and compare their metrics to see how they are progressing. “We are making more informed decisions faster than ever, because every department is exploring data and answering their own questions.”
Trustpilot is trying to empower everyone to analyze and engage with data independently. “As we grow we need everyone to engage with data on their own. The alternative to going through an analyst to create a new query every time someone has a question is slow and not scaleable,” says Niklas.
Increasing Sales and Retention With Chartio
Chartio has been especially valuable to the Customer Success and Sales organizations inside of Trustpilot to get data to their customers to foster better communication and prove value. “We have seen tremendous growth by leveraging our data through Chartio to show the potential and value of what Trustpilot provides our customers and prospects.”
Trustpilot engineers have created dashboards to show traffic, ratings, reviews and impressions to get a glimpse into how users interact with the website. “Having these stats at hand on a dashboard is an easier way to sell to new clients, because the numbers speak for themselves.”
Trustpilot’s Outbound team uses Chartio heavily to reach out to new prospects in hard to penetrate countries like the US and UK, “We have increased sales since using our dashboards. Our Sales Representatives who use Chartio consistently outperformed the ones who didn’t. So we rolled it quickly out to everyone in sales.”
We have increased sales since using our dashboards. Our Sales Representatives who use Chartio consistently outperformed the ones who didn’t. So we rolled it quickly out to everyone in sales.
Since implementing Chartio, Trustpilot has also seen positive growth within their customer success team. “Our onboarding process before was very manual and time consuming to navigate. Before Chartio if we didn’t catch an inactive customer it would be a matter of the customer going 9 months without using Trustpilot and cancelling. With Chartio we can now see an unhealthy account quickly on the spot and are able to reach out to save them.”
By being able to see the rise and fall overtime and look into what is going on with the changes of behavior, Trustpilot has been able to increase retention and optimize their onboarding process. “We are now able to easily answer questions like ‘how are customers using our products?’ ‘What can we do to get them to be more successful in TrustPilot?’ We couldn’t do this without Chartio.”
Next case study: Apteligent