Gripevine takes on Radian6 with Resolution1, a dashboard for ‘hearing’ & resolving customer issues

NOTE: GrowthBeat tickets go up $200 this Friday at 5pm Pacific. VentureBeat is gathering the best and brightest in modern digital marketing to help declutter the landscape, simplify the functions, clarify the goals, and point the way to success. Get the full scoop here, and register by Friday to save!

Customer complaint startup Gripevine has launched a new product called Resolution1 that takes on the similarly named Radian6 in the space of listening to customers on social media channels and helping them with issues.

Gripevine was co-founded by Dave Carroll, the guy who took the web by storm with his “United Breaks Guitars” music video that criticized United Airlines for damaging his $3,500 guitar. United Breaks Guitars has accumulated 12 million views since its June debut. With that history, Carroll has become a go-to expert to help companies address customer problems so they don’t get out of hand. So when he says Resolution1 can help companies better address, it’s possible some will give it a shot.

Resolution1 is a cloud-based dashboard that wants to manage all sources of customer feedback, especially social media channels. It claims to support the feedback process through the following ways:

• Engaging through social media.
• Connecting with customers and hearing their voice through multiple channels.
• Enabling internal collaboration on issues, service and praise.
• Providing productivity tools to allow Agents to focus on customers, not administration.
• Facilitating the post-recovery process to understand performance and connect with customers and employees.

“By design, this is one product that’s providing a complete end-to-end solution,” Carroll told VentureBeat. “Unlike Radian6, this isn’t just social monitoring. We turn listening into hearing.”

Among other features, Resolution1 locates real-time conversations happening online using key-word monitoring. After identifying certain words, it allows you to directly engage with customers. Once you engage with a customer, that person’s details are logged into a case management file.

Take a look at the comprehensive dashboard below with notifications and priority levels:


On top of launching Resolution1, Gripevine also has updated its platform for tackling customer complaints. The new Gripevine a dashbaord for addressing concerns, business profiles, and full integration with social media channels. There’s also a new feature to let companies flag certain “gripes” as fakes if it can be clearly identified as such.

New York-based Gripevine was founded in late 2011, has 15 employees, and is self-funded.

Business man listening through door via Angela Hawkey/Shutterstock

We're studying digital marketing compensation: how much companies pay CMOs, CDOs, VPs of marketing, and more, with ChiefDigitalOfficer. Help us out by filling out the survey, and we'll share the results with you.