Call Center Services Featured Article on Launch of Gripevine

“‘United Breaks Guitars’ Musician Launches Customer Service Platform”

February 02, 2012

By Tracey E. Schelmetic

“If you’re a successful customer service organization (you know who you are), you’ll understand the importance of dealing with customer complaints – particularly public customer complaints – very quickly, before they spiral into something you can no longer control.

United Airlines learned this the hard way recently, when a Canadian musician named Dave Carroll and his band wrote and performed a song recounting Carroll’s real-life experience of having his guitar broken by the airline during a trip in 2008, and the subsequent reaction from the airline. The song, called “United Breaks Guitars” became an instant hit on both YouTube and iTunes when it was released in 2009, and the impact of the song was enough to actually drop the stock price of United.

Now Carroll, together with two business associates, is launching his own customer service product called Gripevine, which is available in beta today (Thursday), which is a public platform for customer service. Users can post their “gripes” on specific company product pages and invite their social networks to contribute supporting clicks; Mashable is reporting today…..”  continue reading on

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