HelloPets: Happy with a review company that works
Learn how partnering with Trustpilot finally led to more reviews and a score that fits the business.
HelloPets, along with their renowned brand WOOOF, was founded in 2015 with a clear mission: to provide high-quality, natural dog food that is affordable for every dog owner. By delivering directly from the factory to the feeder, Hellopets ensures that their customers get the best products at the most competitive prices. They are proud of their growing presence in the Netherlands, Belgium, Germany and Austria through their webshops.
Their success is built on the principle of 'for owners by owners'. A dedicated team of nutrition specialists not only offers high-quality products, but also personal tailor-made advice. When you order from WOOOF, you become part of their pack.
HelloPets had a low response rate with their previous review tool and started using Trustpilot to collect more reviews and get a more representative picture of their business: and it worked!
“We recommend Trustpilot because of the good support during onboarding and the easy integration with our software such as Shopware & Klaviyo. And on the other hand, because our target group knows & trusts Trustpilot and we therefore see a huge growth in the number of reviews compared to our previous review tool. Since we went live with Trustpilot, we have seen three times more reviews being left than with our previous review tool, Kiyoh.”
A star rating that matches the quality of the company
HelloPets puts a lot of attention on not only their product quality within the WOOOF brand, but also on sharing their knowledge and offering a tremendously high service. This was already reflected in their high NPS scores and second place at the Shopping Awards in 2023. However, the review score for their previous tool did not reflect this. After switching to Trustpilot, Hellopets does have a sore that they are proud of.
Ivan Deceuninck says the following about this: "At Kiyoh, recruiting new reviews was a challenge, the response was just much lower. This led to an average score that was not in line with our quality and service. With Trustpilot, this has completely changed; Within a short time, we have collected more than 1900 reviews with an average score of 4.8 out of 5. The number of net reviews left on Trustpilot is about 3 times higher than on Kiyoh in our situation. In our opinion, this will be a combination of Trustpilot's notoriety on the one hand and the easy process for the consumer to actually leave a review on the other."
Since the switch, the customer service and e-commerce teams have been using Trustpilot intensively. The daily monitoring of reviews, the insight into trends and recurring themes from the reviews, and the subsequent actions helps HelloPets to ensure customer satisfaction and identify areas for improvement.
More persuasiveness in the social and advertising campaigns
HelloPets integrates Trustpilot scores into their top funnel layers of ad campaigns on Facebook and Instagram, both in videos and images. Adding the high score of 4.8 is a supporting factor in the field of convincing with social proof via the social channels. This is essential in their industry where dog owners pay close attention to the opinions of other owners. They currently mainly use the recognizable Trustpilot star rating in advertisements.
The reviews are also included in the organic social media strategy. Here they highlight entire quotes from the happy people in their pack.
Get more reviews quickly with the easy integration and use of Trustpilot Data
Via the automated link with Trustpilot, customers are invited by email to write a review. Customers will receive this 3 days after the order has been shipped. After onboarding, HelloPets did not change the default Trustpilot review invitation email template, they received feedback that the design of the email is already good in terms of look.
About 7% of customers who receive an automated review email from Trustpilot actually leave a review at WOOOF. In terms of optimization, HelloPets can easily use Trustpilot Analytics to see the effect of adjusting the timing and what the impact is on the conversion rate.
1900+
Reviews collected with a high score of 4.8 - a score to be proud of!
7%
of customers who receive an automated review email from Trustpilot leave a review with WOOOF
3x
more reviews than at Kiyoh, says Ivan Deceuninck, General Manager of HelloPets
An optimized customer journey
Trustpilot's integration with Klaviyo and Shopware 6 has accelerated implementation and allows for real-time updates to scores in their widgets. This gives HelloPets the opportunity to showcase up-to-date reviews and show social proof throughout the customer journey without extra effort. For example, HelloPets has implemented the widgets in all kinds of places on the website. At the WOOOF site, for example, they use the review widgets in the header, in a block on the homepage and in a USP block on the product detail page (PDP).
