You may have noticed how businesses are investing in chatbots making it harder to reach human beings.
Businesses are cutting costs at the expense of customer experience.
On September 2022 news broke that Amazon will close all but one US customer call center. Last week we learned T-Mobile is axing 1900 jobs and closing 7 call centers.
These changes are happening simultaneously with the rise of ESG: environmental, social, and corporate governance.
ESG is a framework designed to be embedded into an organization’s strategy that considers the needs and ways in which to generate value for all of the organizational stakeholders such as employees, customers, suppliers, and financiers.
However, there’s a big contrast between what businesses claim to do and what they actually do.
The consequence of these trends is a decline in customer service.
According to TCN, Americans overwhelmingly prefer to interact with a live person when dealing with customer service reps. When waiting to speak to a customer service rep by phone, they’re willing to wait on hold for 6 minutes on average but the actual wait time is 3 times longer, averaging 17.4 minutes.
The percentage of consumer households that experienced a serious consumer problem has risen. Customers file complaints but the resolution is low because customers expect more. Only 21% of consumers are completely satisfied.
Customers no longer just want resolution and a refund; they also want assurance the problem won’t recur and an explanation of its cause.
Social media has made it easier to hold companies accountable. Consumers are writing reviews but the problem is 75% of businesses don’t respond to negative reviews.
Our mission is to fix issues and relationships between consumers and businesses.
Our vision is to build a platform you can use to resolve any issue with any business.
Our purpose is to show the world how integrity and customer service build trust and generate happiness for employees, customers and other stakeholders while delivering profitable results.
Our product is Resolution As A Service. We help consumers escalate complaints, bypassing the frontline customer service and getting resolutions faster.
What makes us different?
We offer businesses a fair opportunity to fix the issue before getting a review.
Consumers can only rate and review businesses based on the outcome of the resolution after an interaction.
This approach incentivizes businesses to fix the issues.
We're spinning out the B2C business to a new company
We pivoted to a B2C business model in April and since then, our revenue has grown organically 25% MoM due to SEO and word of mouth. Now we're looking for a late co-founder to join the team.
The ideal candidate has scaling experience from a well-known B2C startup.
This job comes with several perks and benefits
Easy access and treehugger friendly workplace.
Carve out time for your kids, friends and personal cider projects.
Time is precious. Make it count. Morning person or night owl, this job is for you.
We want to take you from good to great.
Social gatherings and games; hang out with your colleagues.
You know how you perform best. Work from your couch, your favorite cafe or abroad when you feel like it.