Seattle-based Spot Survey wants to make friends with those angry, demanding customers who tweet, post and rant on social media.
Well, not exactly. It actually wants to engage with the companies these customers patronize — and help them respond fast and effective enough to avoid the social, reputation-damaging rants.
It’s a technology born out of a weekend technology competition in Seattle, where techies come to compete for quickest-churned product. Now Spot Survey has launched a platform designed to help businesses prevent bad online reviews by getting real time, actionable customer feedback. It primarily uses SMS (text messaging) and website URL technology.
"This product helps businesses scale and automate real time feedback collection," Andy Karuza, chief marketing officer and co-founder of Spot Survey, told CMSWire. "This helps business owners and managers save time and money because they don’t have to organize and manually collect and analyze customer feedback."
But it can also save the brand’s reputation, he said.