Plebble: Managing customer complaints online
Plebble manages feedback about companies and organisations online. Now managing customer complaints on the web is not new, I mean I’ve previously posted about what happened when I had a wee rant on Twitter once and that seems to be more and more common these days, but this new site has got me excited.
It’s not just another channel for ‘Disgruntled of Tunbridge Wells’ to spout bile on. Plebble is managing those conversations in a number of ways and converting dialogue into opportunity by providing businesses with feedback and access to customers.
The democratisation of the web has already come and revolutionised the way we do business. More and more customers are turning to the web to leverage their consumer power. The days are fading when brands ask me how to “stop bloggers saying mean things” and even more are looking at how best to nurture conversations.
Plebble brings together some of the best elements of online customer feedback and takes into account there will always be some brands, big and small, that:
- nobody wants to hang out with on a brand site or in social spaces like Facebook
- will mainly get negative mentions online (in some sectors, happy customers are quiet customers)
- are strapped for cash to resource online CRM
This is true “e-mocracy”, as Prebble calls it, with a framework to prevent it descending into some Lord of the Flies style brand persecution. I like it.
P.S. British Gas, I am watching you…
Measuring Social Media: eCairn Conversation(TM) Dashboard
I’ve been trialling the eCairn Conversation(TM) Dashboard for just over a year now (thanks to some clever outreach and the persistance the lovely Laurent Pfertzel).
The product has really evolved and now ticks a lot of boxes for PRs conducting social media outreach programmes;
- Build a network of Social Media communities using your own lists OR their search feature and collated blog lists
- Measure influence of your network
- Track conversations across multiple platforms inc Twitter, Video sites, forums
- Organise and manage team activity online
- Measure impact of engagement
The company has a nice approach to building an authentic network and the product’s intended to give you the tools to manage & measure that process. They must know what they’re doing too as they’ve managed to nurture a relationship with me over the months and now look, here I am advocating you sign up for free trial! 
Of course I’d still like to see some changes but their responsiveness to feedback and speed of development gives me confidence this is a Social Media tool with a lot of potential.
Behind the scenes at a leading moderation provider
If you enjoyed my post on the legal implications of user generation content (go on, you know you did) then I just wanted to direct you to this video of my client, Dominic Sparkes from Tempero, giving a behind the scenes look at running a moderation company.
[Via Cybersoc]
Tempero: User Generated Content Forums & legal implications
Dom's quite excited about the view from Wiggin's office
I’m at Wiggin LLP‘s offices with my client, Tempero, for their jointly hosted ‘User Generated Content Forum’. The event discusses the legal and practical implications of allowing UGC on your web property.
Wiggin are media law experts and opening the session, then Tempero [Founder Dominic Sparkes] will take over and tell attendees how community moderation can help brands protect their image and meet their legal obligations.
Some good brand names here: M&S, Grazia, Hiscox to name a few.
First up is Wiggin [I didn't catch the name of the speaker, apologies!]
How do you manage liability?
About:
I'm Darika Ahrens and I help brands develop marketing strategies for Social Media. My background is in Public Relations for companies like Orange, Microsoft, Philips, HTC, Yell.com, and Estee Lauder. I've worked with and trained some of the UK's top agencies.