Problem
Without the advantage of an established user base and referrals from family and friends to potential customers in new markets, Sendwave faced a challenge in demonstrating that its service was reliable, trustworthy and free to users.
Solution
By partnering with Trustpilot, Sendwave was able to invite large numbers of customers to leave reviews. The review process was made much simpler for the customer, making it easier for satisfied users to share how happy they are with Sendwave.
Result
Trustpilot improved online visibility and built confidence in Sendwave for customers taking risks by trusting the organization to transfer their money safely and reliably.
Supporting the Sendwave mission
Sendwave is a digital-only money remittance company focused on serving developing countries. This means that customers can send and receive funds internationally using an app without needing to visit a physical location. Sendwave is a mission-driven organization committed to supporting its users. Part of that commitment includes not charging fees for sending or receiving money.
To fulfill this business mission, Sendwave minimizes advertising and branding costs. Working with Trustpilot allows Sendwave to provide its customers with assurance and confidence without additional advertising spending.
77%
of UK consumers surveyed in 2021 agree that a good Trustpilot score makes them more likely to buy from a brand.
14,838+
Reviews and counting.
60%
Increase in reviews thanks to Trustpilot reminder email prompts.
“We serve a bigger part of the community, so even though we earn really small amounts from each transaction, it adds up."
Sam Yaniv Herskowitz
Lead of Media and Engagement at Sendwave
Personal service, powerful results
National Claims is a UK-based claims company that helps its customers receive the compensation they deserve for all kinds of injury and housing disrepair claims. It prides itself on going above and beyond, fighting for what’s right - whether through a compensation claim or at the source of the issue.
National Claims takes a personalised approach and offers unparalleled service to people who are often overwhelmed by their situation by assisting with paperwork, phoning third parties for clients and taking time to explain the often daunting process.
However, there is a negative stereotype surrounding this kind of service, which National Claims wanted to shatter. National Claims knew that its Trustpilot reviews would play a huge role in challenging the industry giants. That's why the team made it their mission to become the highest-rated claims management company on Trustpilot through their outstanding and unique service.
A recipe for more reviews and increased trust for Sendwave
By partnering with Trustpilot, Sendwave was able to invite large numbers of customers to leave reviews. The review process was made much simpler for the customer, making it easier for satisfied users to share how happy they are with Sendwave. Hernandez says that Sendwave is currently getting around 400 reviews per month.
“You can send prompts all day long, but if you’re not doing a good job, you’re not going to have a high star rating,” he adds. The combination of many reviews and an above-average star rating of 4.5 gives those considering various remittance companies more assurance that Sendwave is trustworthy.
One of the appeals of Trustpilot for the leaders at Sendwave, even before using the platform, was that Trustpilot does a fantastic job of indexing the platform with search engines, increasing visibility for any company that’s been reviewed. When a prospective user Googled “Sendwave,” Sendwave’s Trustpilot profile was listed in the top results, even before Sendwave began working with the platform.
With the partnership, Sendwave has a little more control over what those prospective users see when they read Trustpilot reviews because they can encourage happy users to leave reviews and provide simple tools to make the process of reviewing easier. This means that the reviews aren’t only from angry people but primarily from angry people.
Trustpilot Boosts Sendwave's Reviews by 60%
Trustpilot ranks in searches for companies with reviews and provides important tools and feedback for its clients. Sending reminder emails to prompt user reviews, for example, has increased the number of reviews Sendwave has by about 60% and has “been helpful in that sense of how to maximize the kind of reviews we are getting,” says Herskowitz.
For Sendwave, Trustpilot's solid online presence makes it easier for prospective customers to evaluate the service, even when Sendwave is entering a new market.
“It’s relevant when you type ‘Sendwave’ [into your search engine] and see Trustpilot,” says Hernandez. “People click on it and see this company has 4.5 stars and over 10,000 reviews [as of July 2023] .”
Similarly, Trustpilot gives Sendwave an avenue to contact unhappy customers. When people leave negative reviews, Sendwave responds publicly to the customer, works to fix the issue if possible, and the process improves overall customer service. They also ask if people feel happy to consider changing their score. This is a particularly important tool for a mission-driven and service-oriented organization provided by Trustpilot.
