How can customers vent about company service? Customers have taken to social media to vent their anger on poor customer service. The main way customers usually did this was by going on to the companies social media sites like Facebook and post on it. Due to Twitter’s character limit, you could be redirected to another channel.
The problem with this is that business controls the information on these sites. Big companies use Public Relations to manage the negative impact on these channels. Most of these businesses weren’t resolving issues, they just moved it out of sight.
In Australia, the game is changing. There is a new complaint platform. Business can suffer if they fail to take action or suffer public shame. The most vented industries at this stage are banking, insurance, telcos and utility companies. What’s the site called?
Anthony Mittelmark, the founder, says uVent is a site where the marketplace works together to resolve the customer issue or provide an alternative. Here’s how it works.
- A customer signs up to uVent and posts the service complaint
- The company has 24hrs to resolve the complaint with the customer
- Failure to resolve the complaint means that it goes public
- The competitor can now offer advantages to the customer in its product or service
- Customers can accept the competitor’s invitation and rate the product or service
Some companies publicly announced that customers should go through the traditional channels. This has driven customers to uVent, they want their issues resolved immediately.
Companies should embrace this. Improving customer satisfaction is the nature of doing business. This is how you build your business. Businesses are given a golden opportunity to steal their rivals customers.
There are several things I would like to see added to uVent. I would like to see customers and businesses able to load their complaints on social media accounts e.g. Facebook. It would be great if the uVent complaint was like a floating banner or part of the sidebar on their site that listed the shamed company. This would force the business to improve customer service and not give lip service. Adding figures like resolved, unresolved and total complaints would be great. Even better if the site went global.
As a customer, would you like to use uVent? Would you like to see it go global? What other industries could be added? Should Government organisations be added?
Related & contributing articles
- “uVent: What happens when financial services brands don’t listen” by Carden Calder
- “uVent to help customer service” on Retailbiz
- “Bad service to be named and shamed” by Lee Taylor (news.com.au)