Rev.com, an online transcription site, was having a customer review crisis. They were using a proprietary system that was unable to verify that reviews were coming from actual customers, which left them ineligible to become a Google licensed partner.
That meant they couldn’t display Seller Ratings in their AdWords ads – which hurt their efforts to stand out in paid search.
To make matters worse, their competitors began exploiting their system by flooding the site with false reviews, which cost time and money to clean up. Simply put, Rev.com needed a trusted partner to turn things around.
Rev.com turned to Trustpilot to help them establish a process that would allow Google to utilize their reviews and ratings in both paid and unpaid placements to increase click-through and conversion rates. For Rev.com, that meant collecting verified customer reviews at scale.
Clean up and simplify the review process, and give their reviews a presence in paid and organic search
What they wanted
- Improved CTR and conversion rates
- Star ratings in AdWords placements
- An easy review process for verified customers
As the company attempted to clean up disputed reviews on their own, they saw their seller ratings plummet. To fix the problem, Rev.com switched to Trustpilot, attracted in part by Trustpilot’s ability to verify every reviewer’s identity as a legitimate customer. Trustpilot also enables Rev.com to automatically ask customers to review the service via email, making the review collection process turn-key.
With so many verified reviews, they were able to integrate them directly into their site. Now their verified reviews are on display for customers, prospects, and potential business partners.
“I am convinced that having seller ratings and real-world reviews has a meaningfully significant impact on our conversions and the levels of trust customers place in Rev.com.”
- Mark Chen, VP of Product, Rev.com
About one year after implementing Trustpilot, Rev.com had 2,000 positive verified reviews and a Google seller rating close to five stars, which displays in all of their AdWords ads.
Since implementing Trustpilot, Rev.com estimates that its AdWords click through rates have gone up between 5 and 12 percent, and its conversion rates have also noticeably climbed. A support team monitors feedback and responds to any review of three stars or less, giving them the opportunity to repair customer relationships.
Rev.com even uses Trustpilot metrics to measure success internally. Analyzing Trustpilot reviews along with their quarterly data, they’ve found that customer perception of quality has gone up 5 percent.