Entrepreneur

Nevahold rallies angry customers on social media to make their voices heard (exclusive)

Customer service requests are only useful if someone hears (and responds) to them. Nevahold is a startup from Ghana trying to help customers get their voices heard.

Nevahold is a platform where people rally together to get the attention of large companies. Users compose a “shout” and share it with the community to rally support for their cause. Other members of the community can join in the action by sharing on their social media accounts. The ultimate goal is that enough people participate to elicit a response.

Screen Shot 2013-05-17 at 3.02.20 PM“In today’s culture of huge, faceless companies, chances are high that you’ve hit the hair-pulling, mind-numbing, high-pitched-screeching frustration of overpaying for services, buying cheap quality products, being hit with hidden fees, dealing with the worst of customer service skills, or not even getting through to customer service and staying on an endless elevator-music hold cycle,” said cofounder Kena Amoah to VentureBeat. “Nevahold allows consumers to crowd source their social media accounts to harness their power and increase their influence when reaching out to a company.”

Consumers are increasingly turning to social media as a means to express their gripes, grievances, and appreciation for products and services. On the other end, businesses across the board are using social media to connect with consumers and for customer service support. Nevahold’s goal is to give consumers as much efficacy as possible when reaching out to these companies and is based on the principle of “strength in numbers.”

On Nevahold, people send their shout to a company’s social media contact and wait 30 minutes for a response. A shout can include photos, videos, or be a simple comment. If the company is radio silent, then advocates start to retweet an share the shout until the company responds. If the company still doesn’t respond, the question is shared one all of Nevahold’s 12 social media channels.

Nevahold gives each company a customer service score based on their response rates and time. The compare tool helps consumer see how different companies fare side-by-side. There is also a campaign feature that consumers can use to petition for a change in the company’s policy or service.

Amoah said that during beta testing, Nevahold has helped resolve 23,990 questions and complaints in the airline, wireless, and consumer electronics industry and had a 91.5 percent response rate. It recently helped students traveling to a conference stand up against American Airlines and against Barclays U.K.

The three founders met at the Meltwater School of Technology in Ghana. Meltwater Foundation has invested $90,000. Competitors include Gripevine, Gri.pe and Publikdemand.


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