How a shared focus on speed, consistency, and thoughtful service helped lift Trustpilot scores from 3.5 to 4.1 in five months.
A globally loved jewelry brand known for ethically produced, carbon- and water-neutral pieces at accessible price points has always placed customer trust at the center of its identity. With thousands of five-star reviews across platforms, maintaining that trust at scale was critical.
As the company scaled across channels and expanded its subscription program, maintaining consistent response times and quality became more complex. Public reviews, particularly on Trustpilot, didn’t fully reflect the experience the brand aimed to deliver.
By partnering with Boldr to strengthen SLA management, reinforce quality assurance, and implement a more structured strategy, both teams worked side by side to improve internal performance and external perception.
The brand was growing, and growth naturally increases complexity.
The CX team was supporting customers across email, chat, text, social media, and marketplace channels. Subscription-related inquiries represented a significant portion of volume and often required careful handling. Promotional shifts and seasonal peaks added additional pressure.
At the same time, Trustpilot sat at 3.5. While not alarming, it wasn’t aligned with the brand’s broader reputation or product quality. The challenge wasn’t capability; it was consistency. Even small SLA slips or tone inconsistencies in high-friction conversations could influence public sentiment.
Together, we recognized the opportunity to align operational discipline more closely with brand standards so that customer perception accurately reflected the experience being delivered.
Rather than approaching this as a short-term reputation play, we focused on reinforcing the fundamentals that directly influence customer sentiment.
A big part of that consistency came from building a well-aligned and disciplined support team. Strong coaching, clear leadership, and shared standards helped ensure customers received the same thoughtful experience across every channel and interaction.
First, the teams aligned on tightening SLA management across all live and asynchronous channels. They clarified first response time targets, reviewed breach monitoring consistently, and established daily baselines to create more predictability. Aging tickets were actively managed through shared visibility and coordinated backlog efforts, reducing the likelihood of unresolved frustrations turning into public complaints.
Secondly, the QA framework was strengthened through ongoing collaboration. Together, the teams emphasized comprehension, tone alignment, appropriate service gestures, and stronger follow-through in sensitive scenarios such as membership cancellations and pre-order inquiries.
The goal wasn’t just to resolve tickets, but to consistently provide support that went above and beyond what customers expected. Product knowledge refreshers were reintroduced to ensure recommendations and style suggestions felt confident and on-brand.
Third, Trustpilot became an intentional part of the CX strategy rather than a passive outcome. We aligned on sending over 200 review invites per month, implemented clearer guidelines on when to trigger invitations, and worked together to respond proactively to negative reviews. Profile updates ensured the Trustpilot presence reflected the brand’s evolving identity.
As operational consistency improved internally, review momentum followed externally.
As SLA adherence strengthened and QA performance stabilized, Trustpilot performance improved in parallel.
The improvement in public ratings was not the result of a short-term campaign; it reflected structural improvements in how the company, along with Boldr, handled customer conversations every day.
With a stronger CX engine in place, the company continues to evolve its support ecosystem alongside Boldr.
A migration to Gorgias is designed to improve workflow efficiency and reporting visibility, while ongoing exploration of automation and AI-assisted workflows aims to increase efficiency without sacrificing the brand’s human touch.
The partnership demonstrates a clear principle: when service standards are consistent and both teams are aligned, customer trust becomes measurable.
If your internal performance doesn’t yet match your public reviews, the solution often starts with operational discipline and the right partner.
Boldr works alongside high-growth brands to strengthen SLA management, reinforce quality, and turn everyday support interactions into long-term brand equity.
Get in touch with us and let’s build your next reputation lift.