From higher win rates to faster service, Trustpilot’s Agentic Enterprise delivers org-wide impact

Trustpilot is the world's largest open feedback platform, serving millions of consumers and businesses globally. As the company grew, disconnected systems, fragmented data, and siloed workstreams pulled service teams' time and focus away from high-value customer interactions.

To solve this, Trustpilot launched a transformation strategy to bring their customer data, employees, and workflows together on the Headless 360 platform. Agentforce Sales, Service, Marketing, and Data 360 create a shared view of every customer, leading to a 45% decrease in average handle time for service inquiries and a 63% increase in identified customer segments for more targeted engagement. Slack, Trustpilot’s system for employee and partner engagement, connects communication, workflows, and business systems, delivering $1.8 million in annualized value.

With one unified architecture, Trustpilot deployed Agentforce-powered customer support agent Sam in just eight weeks. By automating authentication, troubleshooting, and case routing, Sam helped reduce their support backlog by 99% within six months and keep pace with the continued growth of their platform.

Trustpilot is a global review platform where consumers share feedback and businesses build trust, improve services, and guide informed purchasing decisions.