Case Study: How We Used TrustPilot to Improve Our Image-Editing Services

Atiqur Rahman Molla | August 25, 2017

Clipping Path India Trustpilot Reviews Featured image

Being from a family of retailers, one of the first things I learned was that the customer is always right. I didn’t understand the importance of that sentiment back then. But looking back, it’s probably the most important lesson I have ever learned.

Starting Out With Customer Reviews

During the summer of 2016, we started using TrustPilot to get independent and trustworthy customer reviews. About a year later, our score is 9.5 out of 10 stars — and we’re elated about having happy customers.

Clipping Path India latest review

It wasn’t always a success story. When we first implemented TrustPilot, our score was just 8.7 stars. That made it clear to us that we needed to focus more on our customers and their satisfaction.

Clipping Path India Trust Score 2016-2017
Data from TrustPilot shows our daily score, with a low score of 8.7 in September 2016 and a high of 9.5 in July 2017.

How We Used Customer Reviews to Improve

Clipping path india customer suggestion review

Clipping path india customer suggestion review

When reading the customer reviews, we identified quantifiable trends so we could pinpoint the problems and track our progress in those areas.

The areas that our customers identified as important were:

  • Speed of service
  • Quality of service (graphical quality)
  • Pricing
  • Personal service/communication via email and live chat
  • Web online service (the usability of our website)

What We Learned

We manually analyzed and scored the reviews. The result was both staggering and wonderful. The two most-commonly commented-on topics by dissatisfied customers were personal service and our website.

Areas of dissatisfaction 2016Looking further into these issues with in-depth customer interviews, experiments in customer service, Google Analytics and heatmaps, we found that:

  1. when providing personal service via email and live chat, we need to ask for clarification until we understand what our customers expect and need from us.
  2. making a user-friendly website is more important than our rankings in search, and we need to understand our customers’ needs to create truly good usability.

From the insights we gathered through interviews, data collection and experiments, we further created an ideal customer profile.

We named our customer profile Joe, and Joe expects speedy, high-quality image-editing services at the right price. Joe serves as a pre-testing profile for our service — what would Joe want us to do?

Redefining Clipping Path India Service

Late 2016, we began redeveloping our website and redefined the way our team handles customers. When tackling both areas, we always repeated the mantra,

Let’s make Joe happy!

As a result, we now have a new website that’s much easier to use.

We have experimented with live chat on our website (and will continue to do so). Our customer service team is able to address customer needs more quickly. By refocusing our energy into delivering the best service, we have only had two unfavorable reviews related to these areas. In the last three months alone, we’ve received just 11 reviews with fewer than 5 stars and two reviews lower than 4 stars.

Areas of Appraisal

Furthermore, we have found that by using our ideal customer Joe to help us focus on the problem areas, customer satisfaction has improved across all areas.

We’ve been able to rethink how we provide customer service and how we design our online services.

Clipping path india customer Good review2

Clipping path india customer Good review

What’s Next?

Having improved on some areas, we can now turn our attention to solving other issues, such as how we approach our pricing structure and how we communicate different levels of graphical quality.

To keep improving, innovating and anticipating our customers’ needs, we’re committed to considering every piece of feedback we receive. From that, we will study and analyze how to improve the customer experience and the value our services provide.  

Thank You

Thank you to each and every one of our customers who have provided feedback through reviews, interviews or any other channel. We appreciate it, and we want our customers to know that we do care and the feedback does make a difference to your experience and the experience of all of our customers.

Thank you for helping us continually improve!

If you are happy, we are happy.

Want to hear more or share your opinion? Connect with us on Facebook and browse more reviews, get our latest updates, and learn commercial photography tips.

Or, check out our profile on TrustPilot to read the latest reviews from our awesome customers.

 

Atiqur Rahman Molla

CEO and founder of Clipping Path India, Atiqur followed his uncle's footsteps as a pioneer in the image-editing and offshore clipping path industry. Atiqur founded parent company Outsource Experts Ltd. in 2008 and currently employs more than 300 people worldwide. His passion? Technology. Secret to happiness? Helping those who are less fortunate.

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