July 6th, 2012
PR Newswire Press Release
Consumer Advocacy Platform Provides Users a Free & Simple Venue for Corporate Gripes
NEW YORK, Feb. 6, 2012 /PRNewswire/ — Gripevine.com, the first online social media platform for consumer-complaint resolution, announced today the launch of its much anticipated network following closed beta testing by 600 select users and corporations.
Through its proprietary response technology, Gripevine’s unique service offers consumers a free and easy-to-use interface where they can post and promote in-depth public complaints about any company and have them automatically brought to the attention of company decision makers who have the power to resolve complaints. With Gripevine’s advanced enterprise dashboard, companies can track thousands of complaints per day through various departments between multiple agents, as well as integrate consumer complaints from Gripevine’s enterprise dashboard into internal corporate CRM systems.
“At the end of the day, a company knows exactly what they need to do in order to get the complaint resolved to the satisfaction of the consumer; it’s just a matter of bringing it to their attention in an informative, precise and direct manner,” says Dave Carroll, co-founder of Gripevine. “We are in a unique position to level the playing field between consumers and companies by ending the negative stereotypes that are often unfortunately associated with customer service.”
Mr. Carroll is also creator of Time Magazine’s “2010 Top Ten Most Viewed YouTube Video,” United Breaks Guitars, a protest song which chronicles a real-life experience of how his guitar was broken during a trip on United Airlines in 2008, and the subsequent reaction from the airline. The video became an immediate hit on YouTube and the incident inspired Mr. Carroll and his business partner, Richard Hue, to create Gripevine.
Realizing the demand for a stronger integration between self-service and assisted service, which includes voice self-service and eServices, Mr. Carroll and the Gripevine team are dedicated to helping companies eliminate the $83 billion that is lost annually in the United States due to poor customer service, according to a recent study conducted by Genesys Telecommunications.
In a system that’s designed to create resolution rather than additional conflict, Gripevine delivers to companies detailed, categorized, documented, verified, and legitimate consumer complaints, allowing businesses to manage and respond to constructive consumer complaints and be seen as doing good in public.
Gripevine (www.gripevine.com) connects customers and companies on a fair and level public playing field that empowers them to create win-win resolutions to common consumer complaints. Companies can use their Customer Satisfaction Index on Gripevine to show the world the quality of their customer service. Customers can use Gripevine to leverage the power of social media to get their stories heard.