Challenges
Trust: an essential element for performance
Despite the quality of its products and services, the company faced three major challenges:
- A need for strong trust elements to establish a relationship of confidence with visitors and improve the conversion rate.
- A desire to continuously improve the customer experience, guided by concrete user feedback.
- A fragmented online reputation: Inconsistent ratings across the major reviews providers resulted in a weakened brand image.
The dilemma: A purchase journey with clear vulnerabilities because of an inconsistent online reputation.
"Customer reviews are essential for us to continuously improve our product and service offers as well as the purchase process...
...We appreciate any praise, but we're happy to accept justified criticism in order to find a joint solution."
Thomas Matena, Marketing Manager
Solutions
Structuring trust: managing the customer voice
To address these challenges, Buhl chose Trusted Shops as its trusted partner. Membership in the Community of Trust includes three key solutions:
- Customer Reviews, which allowed Buhl to collect authentic customer feedback on a large scale. These reviews served a clear objective: to optimise conversions, but also to improve the customer experience by better understanding customer expectations and points of friction.
- The Trusted Shops Trustmark, the 3rd party certification that is visible in the Trustbadge and build trust at first sight.
- The Buyer Protection, which protects customer purchases for up to 2,500 per porder, a decisisve element to reassure users before checking out.
In addition, the team activated the Reputation Manager to centralise the management of multi-platform reviews. This allowed them to regain control over their online brand image, particularly on Trustpilot and Google, where their ratings didn't reflect the true customer experience.
Results
A reputation realigned with reality
En quelques mois, les résultats ont été tangibles :
- With more than 30,000 reviews collected and an average rating of 4.53, a true reflection of customer satisfaction has been created.
- The Trustpilot rating increased 3x over. Within 6 months, the score went from 1.4 to 3.5 stars. Today, the rating is well above 4 stars thanks to proactive review requests from the Reputation Manager.
- Using the same tool, buhl was able to improve their Google Business Profile rating as well, stengthening their online reputation with a consistent brand image throughout the customer journey.
- A better understanding of their customers, which allowed the company to take concrete steps towards improving their service and product offering.
"The Reputation Manager is designed clearly and is very easy to use. Perfect for quickly keeping an eye on the ratings of the different platforms and making adjustments on the fly. Meanwhile, the Trustbadge shows customers that they are buying from a reputable provider with a quick glance.
In our view, integrating Trusted Shops is a central building block for every successful online shop."
Thomas Matena, Marketing Manager
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