The WorkerThread Blog

we know stuff so you don't have to – Customer Service e-mocracy

Posted by workerthread on May 25, 2008


I read about in the Times yesterday.  The site’s aim is to provide a forum where users can share ratings and reviews based on good or bad service that they’ve received from companies.  This idea isn’t entirely new, but their approach is. 

The site founders used to work in the city, and Plebble has some similarities with the trading screens used to monitor stockmarket movements.   Their dashboard shows latest ratings, with best and worst performers listed based on user submissions, as you can see in the screenshot, 

They aren’t generating revenue from advertising, instead the intention is to charge business for access to data.  There are of course ways in which companies (or individuals) can skew the results by posting misleading reviews, but it’s an interesting idea, and the site looks really nice.

At various stages of my career I’ve been involved in lots of different Customer Service and Customer Relationship Management applications, and it’s one area where the Web 2.0 idea of a social network being used for customers to air their frustrations or praise has really taken off.  So I wish Plebble well, I hope it succeeds.

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