For big corporations, social media is one of the foremost methods to engage with customers, who they might not otherwise hear the feedback, questions and complaints of, allowing them to better serve their customers. Since there are so many voices out there, it can be difficult to keep up with social media feedback, so social media response, itself, can become a complaint. Enter Nevahold.
Nevahold describes itself as a platform that allows consumers to send complaints to companies via their multiple support channels. The difference, it says, is that Nevahold “blasts all companies that do not respond to complaints on time on its social media.”
Now, it has added the Customer Service Showdown Tool, which uses a unique social algorithm to compare companies within the same industry. The tool creates an infographic, comparing the response rates of two selected companies and how those rates change over time, as seen in the infographic comparing American Airlines to United Airlines. Right now, it is only available for consumer electronics, wireless services, and airlines, but the company says that it has plans to add to the industries the tool supports in the near future.
While there are many inferences to be drawn from such infographics, it does not measure how customer service compares in person, on the phone or online. For consumers who prefer to have their questions and concerns addressed via social media, then using the Customer Service Showdown Tool is an effective way to measure whether or not a company’s customer service will address their unique needs.
The real power behind Nevahold is the insights that it offers businesses. Using the tool, businesses can see how they measure up to their competition on social media responsiveness and gauge how effective their efforts are. For those industries still waiting for a Customer Service Showdown Tool, it is a great reminder to start revising their social media strategy, so that they will be on the top of the showdown.
Edited by Rachel Ramsey