How TeamViewer drove 100k Trustpilot reviews and uses their customer feedback to make stronger business decisions
About TeamViewer
TeamViewer provides a Digital Workplace platform that connects people with technology — enabling, improving, and automating digital processes to make work work better. In 2005, TeamViewer started with software to connect to computers from anywhere to eliminate travel and enhance productivity. It rapidly became the de facto standard for remote access and support and the preferred solution for hundreds of millions of users across the world to help others with IT issues. Today, around 660,000 customers across industries rely on TeamViewer to optimize their digital workplaces — from small and medium-sized businesses to the world’s largest enterprises — empowering both desk-based employees and frontline workers.
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 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 more holistic feedback which helps guide their business decisions.
Result
TeamViewer has replaced guesswork with insight. They now use a foundation of feedback to inform product improvements and build the service their consumers want.
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.
“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.”
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.
When launching new features, they’re able to play around with the data and understand how to better roll out the feature. And this doesn’t just apply to new product launches. Insights also allow them to spot emerging trends in feedback, so Teamviewer can continually improve its products and customer experience.
Building brand credibility everywhere they can
For a brand with global visibility, headlines can create immediate feedback loops. TeamViewer uses Trustpilot to quantify customer sentiment during these pivotal moments, identifying the root causes of shifts in feedback. This data-driven approach enables them to better understand consumers' perspectives and ensure their response is designed around maintaing trust.
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 validate their credibility with corporate audiences. In communications with partners and investors, they use their 4.6 TrustScore as a verified data point that confirms their service quality. By maintaining this transparent feedback loop, they demonstrate to stakeholders their leadership position in the industry.