Customer story

How Staysure uses the power of AI to build customer trust

Problem

Treatment for an illness or injury can be excessively expensive in a foreign country. Having trust in your insurance provider and believing that you are in safe hands is crucial.

Solution

Staysure’s approach is to provide tailored insurance to customer needs and collect as many reviews as possible with Trustpilot to continue to build trust online.

Result

The trust they have established with their customers is reflected in over 332,000 five-star reviews from Trustpilot, more than any other travel insurance provider.

Stars Only Tell You One Part of the Story

To better understand what thousands of customers are thinking and saying, the Northampton-based company recently took an innovative approach to solving their customers' problems. They combined internal innovation workshops with data from Trustpilot's new AI tool, 'Review Insights', that identifies topics and customer sentiment in each review.

Although it's a fairly new approach, Staysure's innovation workshops have begun to deliver positive results by involving different teams and generating many ideas for solving business problems. The team pulls data-driven reports from Trustpilot's new tool to identify the most common customer complaints and then prioritizes new solutions based on those trends.

„Um bestmöglich den Bedarf unserer Investorinnen und Investoren abzudecken, ist Feedback elementar und sehr wertvoll für uns. Trustpilot ist dafür ein optimaler Partner, durch den wir dieses Feedback, auf dessen Basis wir unsere Abläufe kontinuierlich weiter optimieren, auf direktem Wege erhalten.“

Companisto

Beratungstermin vereinbaren

62 %

In einer Umfrage 2021 gaben 62 % der europäischen Verbraucher an, dass ein guter Trustpilot-Bewertungsscore die Wahrscheinlichkeit erhöht, dass sie bei dem jeweiligen Unternehmen einkaufen.

> 213 Mio.

Über 213 Millionen Bewertungen zu mehr als 893.000 Websitedomains wurden insgesamt bereits auf Trustpilot abgegeben.

> 213 Mio.

Über 213 Millionen Bewertungen zu mehr als 893.000 Websitedomains wurden insgesamt bereits auf Trustpilot abgegeben.

Trust as a Foundation of a Long-lasting Relationship with Customers

Trust is a key factor for Staysure’s business. The company specialises in tailored insurance for travelers over 50, who often have unique medical challenges or pre-existing conditions that can limit their travel experiences.

For this group of travelers, feeling confident and safe when they travel is very important. An illness or injury may be common, and treatment can be excessively expensive in a foreign country. Trusting your insurance provider and believing that you are in safe hands is crucial. It is a delicate balance built on trust and good service.

To earn that trust, Staysure’s approach is to provide tailored insurance and stay connected with its customers. But with a whopping 250,000+ reviews, it can be challenging to understand each customer’s satisfaction or to manage each customer’s expectations.

How Staysure tackled review overload

The company receives over a thousand reviews each month, and like every other business facing an increasing number of customers, it slowly started recognising trends happening at scale. But without a tool to pull insights from their reviews for them, there were just too many reviews for them to really understand the trends. Until they started using Trustpilot's Review Insights tool.

As part of the Customer Experience Team at Staysure, Ellie has used Trustpilot’s new Review Insights to identify relevant topics based on customer sentiment and to prioritise customer complaints that need immediate attention. This approach helps them identify “discount” as a relevant topic they need to assess.

"Review Insights is saving us a lot of manual work which we were conducting by theming reviews ourselves. Due to the high volume of reviews coming in, this was taking up a large proportion of our available resources. We can now enable key stakeholders to have a quick snapshot on what topics are doing well and not so well in the monthly meetings, showing our most obvious pain points using the heat maps," says Ellie Newstead, Customer Success Analyst at Staysure.co.uk.

What can an AI Tell You about Customers’ Expectations?

Review Insights introduces sentiment analysis on a large scale, enabling businesses to learn from their customers and discover trends in customer satisfaction over time, ultimately leading to improving their service.

This tool analyses the sentiments of thousands of reviews. It has currently analysed over 31 million reviews on Trustpilot and discovered 45 million topics and sentiments within them.

"We are building this tool with business intelligence in mind. We know businesses like to collect customer reviews to better understand how they are performing. But many businesses have collected tens of thousands of reviews, and we want to make it easier - almost instant - for them to understand customers, identify trends and influence an actionable change within their business. With Review Insights, businesses can make an AI-powered data-driven decision and improve their product or service," says Kristian Schou, Product Manager of Review Insights at Trustpilot.

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