What are some of your main goals as an ecommerce professional?
Do you want to increase traffic, build your reputation or increase conversions? How about improving customer service?
These are all good goals, but putting your plan into action and actually achieving them gets a little more difficult. This is where customer reviews come into play as they build your credibility, provide your customers with an easier shopping experience, and combined with SEO, drive more people to your website.
You have several customer review platforms to choose from, but today we want to compare three of the most popular ones:
One thing you'll notice is that the features vary slightly across all three, but they still deliver the same results: more reviews for your business.
So read on to learn more as we take on Trust Pilot vs Feefo vs Yotpo.
Trust Pilot vs Feefo vs Yotpo: User Interface and Features
Trust Pilot's platform builds on its review invites, where you get templates for sending messages encouraging people to write comments. It also has a community (similar to Yelp) where users come to the site to review all types of businesses. So you have access to this voluntary community, but you have to maintain a company profile.
I like Trust Boxes, which are small widgets to display your reviews on a website. I'm curious to know how many people actually use Trust Pilot to create reviews, but integrating product reviews seems to be more beneficial for ecommerce stores.
You can also integrate with Facebook, reply to comments, and post reviews in search engine results.
Feefo has a Shopify plugin and integrates with any website with product pages. Setup is pretty easy and a lot more basic and automated than Trust Pilot.
Basically, a person comes to your website and buys a product. Feefo will send an automated email asking for a review, then a simple form will be provided for the user to complete the review.
Reviews are published on your website and appear in search engines. Not to mention that you can share them on social media.
Yotpo has more specific integrations than the other solutions. For example, you can quickly integrate options like Shopify, Bigcommerce, WooCommerce, Magento, Volus, 3dCart, Ecwid, and more. So I would say that Yotpo wins the configuration battle.
They tend to focus more on customer retention and marketing, making it a total package. As for reviews, Yotpo has customized emails and forms that are sent automatically after purchase. Also, the emails try to sell different products to the customers.
Users can post their own photos for comments, and if someone doesn't post a comment, you can send them reminders.
Do customer review platforms stand out?
It's hard to argue against Feefo's elegance, so I'll give it number 1 in terms of UX. However, Yotpo has incredibly simple email templates designed to increase conversions. Not to mention that upselling is a nice bonus.
Trust Pilot vs. Feefo vs. Yotpo: Preise
The cheapest Trust Pilot plan starts at $299 per month, with support for collecting and viewing reviews, along with 30 invites per month and sharing to social media accounts. The next plan requires a quote, but you get access to 1,000 trial invites per month, rich snippets, export, HootSuite integration, and more. Finally, the third plan also requires budget, but you get more than 1000 invites per month, customerAPI, Customer Success Manager and ZenDesk integration. Remember that you can claim your profile for free.
Finally, the third plan also requires a custom quote, but you get 1,000+ invites per month, a customer API, customer success manager, and ZenDesk integration. Remember that you can claim your profile for free.
Feefo has a free trial to test the system. Similar to Trust Pilot, each of the plans are customized for each company. Therefore, you need to contact Feefo to know how much you will pay. However, their website lists shared plans, including a business account with 200 feedback emails, 10 user accounts, and tons of rating features. The Pro plan offers up to 1000 feedback emails and 15 user accounts, while the Enterprise plan has 5000+ feedback emails and unlimited user accounts.
The Pro plan offers up to 1000 feedback emails and 15 user accounts, while the Enterprise plan has 5000+ feedback emails and unlimited user accounts.
As I noticed, this industry doesn't seem to be that transparent with their prices. Yotpo is no different. You can sign up for a free trial, but it's up to you to manually call and speak to a representative to set a price. The Lite plan is completely free (forever), but only offers one form per email, review creation, and on-site viewing.
The Lite plan is completely free (forever), but only offers one form per email, review creation, and on-site viewing.
Otherwise, you can choose from three other plans: Pro comes with review creation, on-site viewing, retention, marketing, SEO, content management, and great support. The Powerhouse plan comes with everything from the previous plans, plus things like a CSS editor, community Q&A, a Facebook review guide, and three review moderation licenses.
The Powerhouse plan comes with everything from the previous plans, plus things like a CSS editor, community Q&A, a Facebook review guide, and three review moderation licenses.
In addition to one of the core plans, Yotpo has a complementary visual marketing plan. You get a complete visual marketing suite with photo carousels, social push, Instagram social curation, and more.
Do customer review platforms stand out?
I like Yotpo because it comes with the free Lite plan, which allows businesses to try the software and not pay any money in the future. However, it really depends on your business, so I recommend contacting each service to see which platforms offer the best bang for your buck.
Trust Pilot vs. Feefo vs. Yotpo: Kundensupport
Trust Pilot has a support ticket system to ask questions about its services. They also offer case studies, guides, webinars, and various other documents to learn more about companies that have found success with Trust Pilot.
In addition to the online support center, Trust Pilot offers email support, live onboarding, phone support, and a Customer Success Manager for the top-paying plan.
Technical support is provided with every Feefo plan and you also get account management depending on the plan you choose. As for online support, we like that Feefo includes a knowledge base, blog, white papers, user guides, and API docs. Overall, I'd say it's the most comprehensive support out there.
Yotpo also does quality work with support, with a blog, and an insane amount of resources like eBooks, success stories, webinars, news, FAQs, and product information. All API docs are honored and a dedicated account manager comes with the Pro account and above.
The knowledge base is excellent and you can always email or submit a ticket if needed. I don't see anything for live chat or phone calls but I assume the dedicated account manager is there if you need them.
Do customer review platforms stand out?
While all of the support docs and teams look solid, I would classify them as follows: Feefo, Yotpo, and Trust Pilot. Trust Pilot's support seems to be more hidden than the others and they seem to have more sales support than anything else.
However, Feefo and Yotpo offer wonderful interfaces for finding documentation, and it's easy to get in touch with the company.
Which customer review platform should you choose?
If you are looking for the best customer support on a customer review platform, choose Feefo. Yotpo is currently the top pick for the cheapest option, but anything beyond the Lite plan could change that for your particular business.
As for the overall UI and feature sets, I recommend Feefo, Yotpo, and Trust Pilot. The only time I would consider Trust Pilot over others is when trying to take advantage of the Trust Pilot community.
If you have any questions about this Trust Pilot vs Feefo vs Yotpo review, let us know in the comments below.
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