Do you have a customer service nemesis? Most people do. You know the company: no matter what you do, you can’t seem to get an answer to your question or a resolution to your problem.
Today, social media has been a great leveraging tool for customers. While a company can ignore a question or a concern from one individual, it’s harder to do when the problem is aired to hundreds, or even thousands, of other potential customers.
But not everyone has enough “friends” or “followers” to make a big difference.
Enter the interesting new service, Nevahold, which helps you get heard by the companies with which you’d like to communicate. The firm’s first solution involved “amplifying” Twitter (News - Alert) posts.
To begin a campaign, consumers add #nevahold to their tweets to brands or companies, and Nevahold amplifies their voice with the help of “consumer advocates,” or other people with Twitter accounts and a significant number of followers who believe in changing the status quo and taking action to remedy bad customer service, or bring to light enterprises providing exceptional customer service.
Advocates sign up and allow Nevahold to tweet from their account once a day to encourage companies to respond more quickly, giving the power back to the consumer.
Now, the company is adding a new service to its arsenal: a Customer Service Showdown Tool, which Nevahold says is a way to compare brands in the same industry, helping consumers make buying decisions based on customer service quality.
A beta version of the tool is limited to the airline, wireless and consumer electronics industries, but the company says it will soon be expanding into other industries as well. Currently, their algorithm is based on a company’s response rate within the #nevahold stream on Twitter, according to a recent article in the Paramus Post.
It’s likely to be a popular tool; there’s nobody more determined than a frustrated customer who feels like s/he simply isn’t being heard.
Edited by Braden Becker