Bamboo, an online direct lender offering personal and guarantor loans, chose Trustpilot for its open, public platform, which allows shoppers to discover their reviews online, and Trustpilot’s reputation as an independent, third party vendor.
As a lender valuing transparency, and working in a sometimes mistrusted industry, Bamboo knew they needed third party verified reviews which shoppers could access easily, and give them a balanced view of the Bamboo customer experience.
Discovering Pain Points and Improving the Customer Experience
As Bamboo continues to invite new customers to leave feedback, amassing 300+ reviews and achieving a 5 star rating on Trustpilot, the team discovers powerful information left by their customers. The reviews reveal which aspects of their business work well, and which could use improvement. By analysing the feedback, Bamboo can decide where to invest future time and money so they can continue to improve the customer experience.
The reviews provide the context needed for continuous improvement, which digital marketing manager, Antonietta Gonzalez, knows is vital to the growth of their business. “We strive to be the best at what we do. We believe that customer satisfaction can only be achieved through hard work and ongoing effort,” and the content of their reviews gives them the tools to do so.
Creating a Higher Converting Website
Bamboo implemented a responsive Trustpilot integration, known as a Trustbox, on their “request a quote” page. The TrustBox automatically displays all recent five star reviews to site visitors, sharing third party validation and positive reviews to push consumers to enquire.
The integration has been highly successful.
Since partnering with Trustpilot and integrating their reviews on-site, Bamboo has strengthened their bottom line, increasing onsite conversions month over month, and reducing their bounce rate by 5.73%.
Adding third party verification to their site has boosted their website’s performance by imbuing their service with trust and transparency, and sharing the social proof of their customers.
Ultimately, Bamboo’s partnership with Trustpilot provides value in three main ways:
- Builds trust and confidence and boosts onsite conversions
- Collects and showcases amazing 5-star reviews
- Motivates and incentivises teams to deliver excellent service
*Bamboo is a lender offering online unsecured personal loans and guarantor loans. They started lending in 2014 and aim to deliver affordable loans to their customers to support them in their everyday lives.
At Bamboo they are committed to providing consistent quality service, and work hard to exceed the expectations of their customers. They believe that positive and consistent customer experiences are key to creating trust and confidence: and are building their brand and business on positive customer outcomes.*