From friction to feedback: How Lightspeed automated over 430 review invitations in one month with Trustpilot’s Zendesk integration
Opportunity
Scale review collection without slowing down support
Approach
Embed Trustpilot invitations directly into Zendesk workflows
Impact
200+ new verified reviews globally since launch
4.0+
Trustpilot star rating maintained in North America
430
Zendesk-triggered invitations in the first month
100%
Of reviews responded to within 7 days
A support experience that moves at lightspeed
In the world of global commerce, things move fast. For Lightspeed, providing point-of-sale and payment solutions to restaurants and retailers globally means their support team is always on. But while they’re experts at solving technical hitches, they had a hurdle of their own: A manual process for requesting feedback.
Before the Zendesk integration, a support specialist had to stop their flow, find the right template, track down a regional link, and manually verify the customer contact. In a high-volume queue, those extra minutes felt like hours.
"We knew our customers were happy, but our process made it hard for them to say so," says Megan Belafi, Global Manager of Customer Experience & Advocacy at Lightspeed. They didn't just need more reviews; they needed a way to make trust a natural part of the conversation.
“We’ve turned what was once a multi-step manual chore into a seamless, one-click action. Our specialists can now stay focused on the customer while building our brand’s reputation in real-time.”
Capturing sentiment at the right moment
Lightspeed initially launched Trustpilot's integration for its Sales and Implementation teams, enabling them to send verified review invitations directly from Salesforce. Following the success of the program, the team identified an opportunity to extend review collection to Support and embedded Trustpilot functionality into Zendesk through its existing Salesforce connector.
By bringing Trustpilot directly into Zendesk, Lightspeed enabled Support specialists to request verified reviews at a moment when customers were highly engaged. Now, a specialist can resolve a ticket, click the Trustpilot widget, and trigger a verified invitation instantly, all without leaving their existing workflow.
The impact was significant. Since August 2025, Lightspeed has triggered more than 1,260 verified review invitations through the integrated workflow, including more than 800 invitations from Salesforce and over 460 from Zendesk. By embedding review collections across multiple customer-facing teams and touchpoints, Lightspeed has created a scalable approach to capturing customer feedback throughout the customer journey.
Turning data into a competitive edge
As well as collecting reviews, Lightspeed is now able to really listen to customer feedback. By using Trustpilot’s ‘Request Information’ feature, the team can close the loop. If a merchant leaves feedback that needs a follow-up, the team can identify them in Salesforce, resolve the issue, and turn a potentially negative moment into a 5-star recovery.
This human-centric approach has allowed them to:
Eliminate manual link tracking and copy-paste fatigue.
Attribute reviews to specific team members to celebrate internal wins.
Aim to maintain, gold standard 4.0+ rating across North American domains.
What’s next?
Lightspeed is just getting started. With the foundation of the Zendesk integration firmly in place, the team is looking toward a future of intelligent automation – using NPS or CSAT thresholds to trigger invitations automatically.