Executive Summary
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.
The results
99
%
reduction in support backlog in first six months with Agentforce
96
%
of employees are active on Slack on a monthly basis
90
%
decrease in time spent on manual lead research with Agentforce
Explore Trustpilot’s solution
Reducing service backlogs with Agentforce
AI agent Sam authenticates users, resolves routine inquiries, and routes complex cases to experienced reps, deflecting 28% of support cases.
Unified people, apps, and partners in Slack
Employees use one platform for communication, workflows, and partner engagement — contributing to lower costs, more sales, and increased collaboration.
Customer 360 powers smarter targeting and research
With customer data, engagement signals, and account history in one architecture, teams can prioritize the right prospects and personalize outreach at scale.
About the company
Trustpilot is a global review platform where consumers share feedback and businesses build trust, improve services, and guide informed purchasing decisions.
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