In the past couple of years, social media has proved to be a game changer in the customer service space, where the balance of power is shifting from the big giants, fortune 500 companies that are on top of the ladder to consumers at the base, this is caused by the two key foundations of social media; public and viral
A shout out from a loyal or happy customer goes a long way to influence a brand’s reputation in a consumer’s mind. On the other hand a spat with an angry customer goes through a chain reaction which might have severe consequences on the brand and inevitably sales / users.
Despite the shift in power, not all consumers enjoy the same level of influence over brands. If you’ve been on Twitter for some time, you will realize that consumers or users with a high number of followers have the most influence in the social media space and hence usually get preferential treatment from brands, for example quicker responses to questions or complaints.
Maybe it is time to change this dynamic. Nevahold, a startup in the customer service space is aiming at leveling out the playing field for consumers by leveraging the social power of it users to help consumers get the level of service they deserve.
To do this consumers add #nevahold to their tweets to brands and Nevahold amplifies their voice with the help of consumer advocates. Advocates are simply consumers who believe in changing the status quo and taking action to remedy bad customer service or bring to light companies 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.
We have all probably had bad experiences trying to resolve issues with big brands, be it an airline who lost your luggage or just poor customer service, these experiences mostly go unheard and mainly lack the reach to make companies respond.
By signing up as an advocate, you can help other consumers get responses by re-tweeting consumer’s questions or praise to brands from your twitter account once a day. The cool part is you can opt out at anytime and also choose the industry you feel needs better customer service.
You may not have a question or praise right now but you can definitely help others and hopefully help put a smile back on the faces of consumers.
- Kena Amoah
Founder & CEO, Nevahold
Nevahold seeks to eliminate the most frustrating and time consuming part in the customer service process for consumers.
The platform allows consumers to send complaints to companies via their multiple support channels. The difference is that Nevahold blasts all companies that do not respond to complaints on time on its social media channels.