A revolution in how corporations use social media
Use Gripevine to share your complaints with friends and followers
- Duration 5:22
- Date Apr 19, 2012
Use Gripevine to share your complaints with friends and followers
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This transcript is automatically generated
What is grapevine.
Right it's -- great -- -- it's glamorous GR IP right behind and it's it's a customer service resolution platform.
That allows consumers to have a voice and air there -- in a way that finally get hurt and it brings together companies in a way that effectively manages.
Consumer -- so give me an example how how can a consumer and go to accompany -- go to Greg finally have a right and what what exactly we're talking.
While I -- I had a bad experience with United Airlines a unit and I -- videos ever on YouTube of united breaks guitars because I had a really bad experience and I couldn't get hurt.
And I couldn't get action and that's what we all deal with -- you try to get.
Some traction in trying to get someone will take an interest and people -- frustrate because it's really hard to do so with great -- we invite people to come in set up an account very quickly.
And then take as much -- that time is they need to effectively say what happened and what they want as a resolution that's really -- Because it's all about solving problems and then they have -- -- great and we take it and we.
The goal past just the general mail -- of people and find decision makers and send that great to them.
Decision makers -- -- that company -- exactly the balance right see that's that he'd like it's kind of like the things that you see at your local news you know the guys that -- the reporters that go after.
You know they they have somebody come up and -- don't I'm complaining about this it's a shame shame shame segment -- one of our local TV stations here.
But -- it's frustrating because you feel sometimes like it's a David and Goliath just situation.
The interesting thing is though with the advent of digital media -- really change the whole landscape here.
I need it you know if you go want somebody that went when you look up a restaurant.
And we want the first thing that comes up on the Internet under that restaurant's name -- you know readings it's up like that and he could have somebody that what that experience completely -- the restaurants reputation.
You want sort of have a fair portrayal of the restaurant but also fair portrayal of the that the the experiences -- the customers or clients have.
Yen and some of these say that the restaurant example sometimes the restaurants are -- -- just to social media so this could be going on and the numbers are building and it's festering festering and they don't even know about it.
The thing about right funds that we give these companies a chance by letting you know right away this is what some are saying about you go see what it is understand what they want and engage with them -- -- And how are they responding how to companies respond.
I guess they can't really turn their backs at this point can I know because social media is here to stay and that's what people are going in five years from now there could be.
150 time increase in the number of social media complaints people are going.
And so the cut the response has been fantastic I think it companies are a little bit hesitant because there's so many sites that are out there to -- -- -- And that's not what this is about so -- it's an education process right now we're we're showing.
Companies that were a tool for them to improve customers are now you can what you -- music companies and you're also talking about small businesses big businesses as they're certain -- no businesses of all kind of we have different our whole business model is about companies paying a monthly fee.
Right now it's free for the first six months so they can get a taste but there are different levels that different sized companies will need some of the small companies don't need our enterprise level that they can enjoy the entry level.
And we think it really offers them a chance to manage your own reputation.
Give me give me examples leaving your products sort of a resolution that you came to that made everybody happy.
There's there was a salad company justice in the small business example but showing how can get a hand somebody had a problem with the company that had multiple locations and they tried to get a thirty dollar.
-- -- seventy dollar reimbursement the company said no we're not gonna do that and so he started.
He went to great time and he planted his right and within a couple days -- -- like 18100 people.
And in his book and and so the the company reached over the way they were notified through -- -- they read what this thing was and they realize maybe that there was a gray area -- reached out and solve the problem and she.
Went back to becoming an advocate for the coming so that was -- customer service -- my business.
I have -- -- -- the I I got trouble for doing this because I I really should have done it you know my position but.
There was of a a gas station in my town and they were horrible labor they would they existed I had a horrible experiences their -- finally a little tweak thing.
Yeah I realized -- careful about that because you know I can reach a lot of people because I you know we have followers who watch spot in the Fox News and so forth.
But this is something that that companies really do need to be aware of for you how -- you resistance from companies saying you know -- -- this is the body you're creating problems more than your salting them for us.
-- -- it people are gonna complain regardless of whether they're not happen.
That people are going online they're -- -- Twitter and FaceBook and all these things and we're fully integrated with FaceBook and Twitter but we're offering them.
Notification and the ability to engage -- them.
And it's important and in my case I didn't have any Twitter photo or anything and when the united airlines baggage has -- my guitar.
I just told everybody -- -- -- these music that he isn't a 150 million people are aware of the story and there's over nearly twelve million YouTube hits.
With this video.
And I think an -- you're talking about united breaks but -- is not what I did -- dot LSU which.
Well so you bit and it is not how you can of this idea.
That's how I got involved in the company because in the first two weeks of the video going viral receive 101000 email from people saying gee I wish I.
Could write a song -- I had a voice and I'm trying to do something to help get people voice.
It's a very very cool idea and I wish you six -- Caro.
Thanks and the website is grapevine dot com GR IP -- a pickle -- it.