#uvent

[undervaluedagent]

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[ajkbites-blog]

UVent: The End to Poor Customer Service?

The newest customer service feedback portal is about to go live on the internet.  Uvent promises to "help companies retain customers by facilitating a differential level of customer service".

Uvent allows customers to post their gripes to the website with a 24 hour turn around time for all complaints (well under the standard accepted response time).  The time frame for the agreement set by Uvent themselves.

What Uvent seems to be is the overblown baby of a scorned customer with a little bit too much knowledge in web design.  Do we really need another web forum on poor customer service?

Anthony Mittlemark, the brainchild of this endeavour has stated that the website makes no money from the complainant, rather "You (the company) can either pay to receive complaints for your company only or you can pay to receive complaints within your industry."

One has to ask the question, where does this leave the role of industry ombudsmen in the complaints process.  Industries have formal departments to deal with customer complaints and liaising between the complainant and the customer.  Mr Mittlemark claims that only a small percentage of people are able to complain to the ombudsman.

The ombudsman exists for the protection of both the consumer and the company, by taking out the ombudsman the onus goes on the company to provide an acceptable resolution.  Acceptable being defined in this instance as "enough money to keep the customer quiet".

By taking out the gatekeeper, what is to stop the reputable name of companies from being slandered because customers continue to complain regardless of whether their complaints are valid.

The Uvent website claims that "venters can then decide whether to switch their service provider based on competitor's advantage."  Again, the ombudsman can set these terms.  At the end of the day complaining to an independent website will not get you out of your contractual agreement and it certainly won't help increase transparency in company complaints.