Launched in 2007, Vecteezy is a leading global provider of free stock photos, stock videos, and vector art.
The company allows its users to license images directly from artists, and is considered a ‘freemium’ service. Vecteezy’s basic features are free with advertisements and limitations, while additional features, such as improved licensing options and a broader selection of content, are offered to paying customers.
Vecteezy takes pride in its trustworthiness, customer-centricity, and user experience. In fact, their focus on customer happiness and satisfaction has helped them achieve an incredible 4.9/5 rating on Trustpilot from over 9,000 reviews since they first joined Trustpilot in 2020.
To better understand how the company builds brand trust and creates positive experiences to maintain its great reputation, we spoke with Nick Power, Director of Marketing at Vecteezy.
The US stock imagery market is a crowded and ultracompetitive landscape. Today, people have more than enough choice when it comes to choosing a stock photo provider.
“Vecteezy gets between 5 to 6 million unique visitors a month, so there was a real opportunity there for us to build trust and credibility using social proof. It’s easy to get visitors to come and download free files but when it comes to upgrading to the paid version, we have to build trust and confirm the value,” says Nick Power.
For Vecteezy, choosing Trustpilot was a way to establish themselves as customer satisfaction superstars to build credibility, stand out from the competition and shine in an overcrowded market.
Leveraging reviews increased Vecteezy’s conversion rate by 10%
Vecteezy has been using Trustpilot’s automated review invitations to collect reviews from customers. But collecting reviews isn’t enough – it’s all about leveraging them.
To build trust and credibility with new visitors, the business displays its TrustScore on the pricing page. This adds third-party validation at a time in the journey when consumers are considering whether or not it’s worth upgrading to the paid plan.
Vecteezy showcases its Trustpilot star rating on the pricing page
Vecteezy also leverages reviews in Google Ads (on brand and targeted keywords) to capture their consumers’ attention right at the beginning of the journey. Showcasing their Trustpilot reviews and star rating helps them capture and display the value that their product and team has delivered to millions of happy users. In fact, by leveraging the voice of the customer, the business has seen a 10% increase in conversions.
In addition to that, Vecteezy also displays its star rating in email marketing campaigns, specifically, in limited-time sale offer emails, sent to free users. Their team is also working on a future email campaign which will contain Trustpilot reviews and testimonials only, and will help showcase just how happy and satisfied existing customers are.
Vecteezy also displays its star rating in email marketing campaigns
Collecting reviews helps Vecteezy learn and improve
While the stock imagery market is a crowded one, it can be difficult for consumers to find stock photo companies they can trust and rely on to sort out any issues they may encounter. That’s why Vecteezy takes pride in the customer service it delivers. The team uses Trustpilot reviews to help record what works well and what needs to improve.
By doing that, the business has been able to set itself apart and show that Vecteezy is not only a solid option against its competitors, but also has a great, trustworthy, customer service team that is always happy to help.
The customer service team responds to as many reviews as possible, even positive ones.
To deliver great customer service, Vecteezy uses all reviews (including negative ones) to learn, grow and improve. The team also tries to respond to as many bad reviews as possible to show just how much they care, and to try to turn negative experiences into positive ones.
The customer service team tries to turn negative experiences into positive ones by assisting unhappy customers.
There’s no doubt that reviews and third-party validation will always be important. But today, building trust and leveraging social proof is critical if you’re hoping to stand out from the competition. Opening up to reviews, both positive and negative, shows how much a brand cares about its customers’ happiness. After all, nobody’s perfect, and being transparent and vulnerable means you’ll get a better knowledge of who your customers are, while learning how to cater better for others.
Vecteezy’s vision is largely customer-focused, and continues to be strengthened by the time and effort they spend on building trusted relationships with both new and existing customers. But it doesn’t stop there; the team is already looking at more opportunities to build credibility, like showcasing reviews on social channels and more web pages.
So if you’re interested in building trust and showcasing third-party validation just like Vecteezy has, why not request a free Trustpilot demo?
It’s quick and easy, just click the link below.