How TeamViewer drove 100k Trustpilot reviews and uses their customer feedback to make stronger business decisions
About TeamViewer
TeamViewer is a German tech company specializing in online collaboration, remote access, and remote support. They’ve been around since the mid 2000’s. Today, TeamViewer helps around 640,000 customers worldwide and from all industries to digitalize their business-critical processes. Additionally, TeamViewer’s most popular product TeamViewer Remote is offered free of charge to hundreds of millions of non-commercial users.
Since implementing Trustpilot, they have managed to capture feedback through more than 100,000 reviews and increased their online visibility. This gives them a steady flow of new users that are finding TeamViewer on their own, through Trustpilot and their online presence.
“Trustpilot is an important resource for us. Both prospects and customers visit our profile to read real feedback from others about our company and products, which helps them make informed decisions. It also fosters a sense of community and connection on the platform." Alvaro Padilla, Customer Experience Manager, TeamViewer
Problem
With a large base of free users, TeamViewer needed a way to seamlessly integrate customer feedback into their business decisions to optimize and build the business their customers wanted.
Solution
Automating review collection with Trustpilot has helped them capture large volumes of customer reviews, giving them one single source of truth to guide their business decisions.
Result
By using customer feedback to transform into a truly customer-centric business, they increased their TrustScore to 4.7 in just 9 months, adding 2,000+ new reviews per month.
True customer understanding through Trustpilot reviews
TeamViewer came to Trustpilot so they could adopt a customer-centric approach to building their business and improve visibility for their brand online. They needed a way to collect reviews from all of their customers, so that when someone searched for their brand they could read about the experiences previous customers had with them and get encouraged to sign up. Because they were looking to collect a large amount of customer feedback, automatic review invitations were immediately a huge success for them. These invitations drive 2,000+ new reviews per month.
It’s also how they went from under 1,000 customer reviews to over 100k in just four years. Before they were proactively inviting all of their customers to leave reviews, typically only the unhappy ones were taking the time to seek out their Trustpilot page and leave a review.
“Trustpilot generates a significant amount of organic traffic to our website, as consumers as well as new customers often turn to reviews as their first step in choosing a product. This has contributed to boosting our brand trust and visibility, making it easier for us to stand out.”
Improvements in feedback management reflect in their TrustScore development
With automated invitations, their reviews show an accurate representation of what it’s like to work with them. That’s why they were able to improve their TrustScore from under 2 to a 4.7 within the first 9 months. And they didn’t just turn it around that quickly, they’ve managed to keep their score stable and around that 4.6 mark ever since.
Because they offer TeamViewer Remote for free, they have a large community of free customers. Their free product isn’t just a lite version of their full product — it’s a great one that their free customers love. That’s why they make sure to ask each and every one of them for a review. Trustpilot listings have also driven substantial organic traffic back to TeamViewer’s website, constantly driving more new users to their platform and helping them grow their brand globally.
Reviews and a fantastic free product ultimately help them drive paid subscriptions
TeamViewer’s consumer product and paid business product aren’t as separate as you might think. They find that the majority of their B2B users tend to interact with their free product first, as consumers. So they put extra effort into creating a really fantastic free product that keeps their users happy.
And this is where Trustpilot helps them the most. By engaging with their users, requesting their reviews, and improving their product based on those reviews, they’re able to keep improving their free product, and building trust around their brand with Trustpilot reviews. This ultimately helps them close more paid subscriptions, because so many business users looking for a solution already love their consumer product. This gives them a lot more inbound leads than a typical B2B software, which is more financially sustainable in the long run. Where other businesses need to spend large amounts of money filling up their sales funnel, TeamViewer is able to let new users come to them. And the more free users they bring on because of Trustpilot reviews, the more paid customers they end up with in the long run.
Data that helps them continue to improve their product
Better insights have been one of the main reasons TeamViewer has found success in their partnership with Trustpilot. They’re able to easily visualize review data and make better informed business decisions around what their customers actually want and need.
TrustScore Forecast has also been particularly useful to their team. Now that they’ve put such an effort into building trust online and a great TrustScore, they want to keep it that way. This feature helps them forecast how changes like a new product launch might affect their score.
When launching new features, they’re able to play around with the data and understand how to better roll out the feature, minimizing the chances they’ll hurt their TrustScore in the process. And this doesn’t just apply to new product launches. Forecasting for how their reputation might change helps them ensure they’re able to stay ahead of any changes to their reputation.
Building brand credibility everywhere they can
Speaking of changes in their reputation, being a global leader comes with a certain amount of notoriety. Their brand reputation can change quickly — for good or for bad — when they make any sort of headline. Trustpilot has helped them in these moments to understand and quantify exactly the impact these kinds of issues can have on their brand reputation. This helps them proactively manage their reputation, instead of trying to anticipate how consumers will react to certain issues or whether or not there will be fallout.
Trustpilot has helped TeamViewer find great marketing results for their business. But their use of Trustpilot doesn’t end there. They include Trustpilot in their employee onboarding, helping all of their new hires understand the role it plays in brand trust. This ensures that each new employee sees building trust with their customers as a key objective for their business.
Their Trustpilot brand recognition is also used to enhance their corporate reputation. In communications with partners and investors, they often point back to their TrustScore of 4.6. The work they’ve put into their Trustpilot account doesn’t just help them win new customers, it helps them solidify their place in the industry and strengthen their brand even further.