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…