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Helpware’s Program: "Elevate your Trustpilot Rating"To holistically support our
clients, Helpware designed and implemented a Trustpilot review improvement
program.Use Case: at the starting point of cooperation with Helpware our
client’s score on Trustpilotwas 2.2out of 5 stars.After a series of moderating
actions,within 16 weeks the score increased to 4.3WhatHowNegative Review
ModerationFrom the Trustpilot business account Helpware filters out all the
negative reviews (with the rating from 1 to 3), and starts the moderation
process. Through the Trustpilot account we reach out to the customer in order to
provide more detailed information about the reasons for a bad review along with
the client ID. From there we have 2 scenarios:●customer doesn't reply back
within 72 hours - we can mark this review as "not genuine experience/customer",
and it will be deleted. In this case the rating grows;●customer gets back to us
- we have a chance to deal with their problem, and convince them either to
remove it, or change it to a positive review.Spam Review ModerationHelpware
filters any reviews which seem to be spam and marks them accordingly.
Approximately 20% of the total increase of the score results from this
action.Native Negative Review ModerationThis process is similar to the
moderation process through Trustpilot account, but with stronger human touch. If
there's a possibility to identify a customer based on their review (product ID,
email, full name, etc), Helpware can resolve these cases by resolving the
customer's issue or provide any incentives, reach out to the customer and
convince them to change the review (instead of just deleting it).Happy Customers
Email ChainsBased on the CSAT reviews, Helpware gathers emails of the customers
who left positive reviews, and sends out emails asking them to leave feedback on
Trustpilot. In this case we also use small incentives (discounts, early-bird
proposals, etc).Reviews Root Cause AnalysisHelpware identifies themes in the
negative reviews and connects those back to operation root causes. Then,
Helpware develops action plans for long term solutions and mitigation of risks
with negative reviews.Trustpilot reviews improvement programis an ongoing
process which is regularly analysed in the Weekly Business reviews with the
client.

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