Customer service statistics by New Voice Media show 59% of 25-34 year-olds share poor customer experiences online. To help businesses better communicate with their customers South African startup, iBleat, recently launched a platform that provides private, secure and dedicated customer service channels so customers do not have to resort to Twitter or Facebook to have their complaints (or compliments) heard.
Through the iBleat app, users can interact with any organisation that is registered with the app.
The company was launched in 2017 by entrepreneurs and brothers Grant and Neil Campbell.
To find out more about iBleat, we look at 4 ways they are helping businesses to better ‘talk’ to their customers.
1. According to iBleat, they help businesses to track customer service complaints better than they would on social media. “Businesses have to monitor, mine and search social media for posts directed to them. Social media posts may get incorrectly tagged and fall through the cracks, thus not reaching the company,” co-founder Grant says in a Bizcommunity article.
2. The app also allows businesses to clear up and declutter their social media, which gives them a better chance of spotting complaints, and gives customers a better chance of having their complaint dealt with.
3. They are able to pick up on and respond to complaints quicker. Grant says in the same Bizcommunity article that “60% of consumers who reach out to a business on social media expect a response within 1 hour or less. Should they not receive that response, their dissatisfaction increases”.
4. The app also integrates with existing customer relationship management tools including cloud-based platforms like Zendesk, which helps companies like Uber and Red Bull to respond quicker to customers and manage their relationships, and Salesforce, which helps companies to improve sales and marketing to provide personalised customer journeys and grow their business.