Someone needs a painter, a plumber or a roofer, and they would rather not pick one at random. Trustoo lists the local professionals, carries the reviews and the prices, and puts the two sides in touch. That means a support inbox with two entirely different people in it.
Two customers who never ask the same thing
A consumer wants to know whether a quote is reasonable, whether a review is real and what happens if the job goes wrong. A professional wants to know why a lead went quiet, how their listing ranks and what they are paying for.
The two are not variations on one question. They need different knowledge, different tone and, often, different outcomes from the same conversation — and an answer written for one of them lands badly with the other.
Reviews raise the stakes again. A question about a review is rarely only about a review: it is about a professional’s livelihood or a consumer’s bad afternoon, and it is the kind of message that has to be read carefully before it is answered quickly.
What Open does
The agent works inside HubSpot, where the support team already works, and replies into the same conversation the customer started rather than opening a parallel thread.
It answers in Dutch, and it answers from the platform rather than from a generic script — the questions that recur on a marketplace are about listings, reviews and what happens next, and those have real answers.
The judgement calls stay with people. A disputed review, a job that went wrong, a professional challenging what they were charged — those are conversations where being fast is worth less than being right.
The Impact
Both sides of the marketplace get answered from one inbox without the team keeping two scripts in their heads.
Trustoo is not publishing resolution or response-time figures yet. This story will carry them when they exist and Trustoo is ready to share them.