What do you do if you have a complaint or an unresolved issue about a company? Ten years ago, you might have picked up the phone. Maybe sent an e-mail. Today, if you’re a tech savvy person, however, it’s likely that you seek out the company’s Facebook page or send a Tweet. After all, there’s no complaint more effective than a public complaint, right?
Maybe.
If you have a lot of Twitter followers, you have a significant amount of power as a consumer. No company with any sense likes to see a Tweet that airs negative information or opinions about the company to dozens, hundreds or even thousands of potential customers. Most companies today at least monitor Tweets about their business, and a significant portion of them have a system in place for damage control due to negative tweets.
But what if you’re not a Twitter user or you don’t have enough followers to make a difference? Enter Nevahold, a company that exists to amplify social media to give consumers more power. According to the company, its goal as a customer service application is to “leverage the social influence of its community to help users get their voice heard by companies.”
Essentially, Nevahold is designed to be a better way to pursue help on a product or service issue from companies and through the collective voice of the community, so you can get quicker responses to your problems. (Of course, you can also use it to say good things about companies, too.)
To begin a campaign, consumers add #nevahold to their tweets to brands or companies, and Nevahold amplifies their voice with the help of “consumer advocates,” or other people with Twitter accounts and a significant number of followers who believe in changing the status quo and taking action to remedy bad customer service or bring to light companies providing exceptional customer service, says the company. 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.
“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,” said Kena Amoah, founder and CEO of Nevahold. “The cool part is you can opt out at any time and also choose the industry you feel needs better customer service.”
You can sign up or see how it works in more detail at www.nevahold.com.