TravelLocal’s shift to Trustpilot: a conversation with Monique Thomas, our Customer Success Lead
At TravelLocal, we believe in always improving how we connect with our customers. Recently, we switched our reviews platform to Trustpilot , aiming to enhance transparency and trust.
In this interview, we chat with
Monique Thomas
, who led this transition. She shares the challenges we faced, the unexpected insights we gained, and the lessons learned. From the importance of careful planning to the value of truly listening to our customers
Read on to learn how this change is shaping our customer relationships and strengthening our commitment to delivering exceptional experiences.
1. What were the key challenges you encountered while transitioning TravelLocal's reviews platform to Trustpilot, and how did you overcome them?
There was much more involved than we initially anticipated, and this will continue. As a result, we had to rely on colleagues from various departments to ensure the process was activated effectively. While the vision was always clear and prioritized, the necessary tools were lacking. To facilitate the transition, we collaborated with our web and media analysts, along with other departments, to gather key data
2. How has the shift to Trustpilot impacted customer engagement and feedback for TravelLocal? Have you noticed any significant changes in customer behavior or sentiment?
The sentiment has become more nurturing. Our customers are not only reviewing us and their holiday experiences but also sharing feedback that future travelers might find valuable. This is excellent, as it not only enhances our brand reputation but also inspires and excites potential travelers. Additionally, it has provided valuable insights into areas where we can improve. Moving forward, we can be more proactive in our customer service
3. What advice would you give to other companies considering a shift to a new reviews platform? What should they prioritize to ensure a smooth transition
Plan! We had an excellent plan in place to achieve our goals, structured as a month-by-month, step-by-step process. To ensure a smooth transition, I would prioritize the availability of the engineering department, their involvement accelerates the process and allows one to focus more quickly and efficiently on the ultimate goal: delivering an outstanding customer experience.
4. Can you share any surprising or unexpected outcomes from the transition to Trustpilot that you didn’t anticipate? How have these influenced your approach to customer feedback moving forward?
Our travelers genuinely care and take the time to review their entire experience, from start to finish. It’s been refreshing to see the level of detail provided by so many customers; it’s clear that this matters deeply to them. Their feedback has helped bridge the gap between us, our customers, and our local experts. Every action we take and every detail we consider holds significant value. The most important lesson I've learned is that we must listen to our customers and continue doing what we excel at: crafting personalized itineraries to meet every need. Our reviews clearly show that exceptional customer experience comes from truly understanding our consumers and what they genuinely want.