We sometimes pay for services and end up not getting the service we paid for. Reaching out to customer support often turns out to be a nightmare and customers either never get a reply or end up spending hours on the phone or being tossed around without having their problems resolved. As social media is increasingly becoming a key customer support channel, Shield aims to leverage network effect to get us the attention we deserve to have our issues promptly resolved.
We are building a community of users that will mutually support each other by reacting to tweets about bad customer experiences by simply retweeting, liking or commenting. Shield will identify and retweet such tweets so they are visible to the community.
Shield uses Artificial Intelligence to identify tweets about bad customer experiences.
Tag your tweets with the hashtag #shieldVOC and Shield will pick it up and retweet in it’s network.
Shield captures and retweets tweets containing known bad customer experience signals like known hashtags.
I had a bad experience with AirBnB traveling in Spain and even after spending hours on the phone with AirBnB customer support, they refused to resolve the issue. I posted a tweet about it and Shield retweeted it which generated some activity and eventually my issue was immediately resolved by AirBnB.
The issue I had with Uber was immediately resolved once I tweeted about it and Shield helped me get some activity on that tweet. It’s great to know that people I don’t know personally are willing to help a stranger in need, it shows that humanity still exists.
Airline companies are the worst to deal with, but when their reputation gets threatened, they get their shit together and do the right thing. It’s crazy that sometimes it only takes a mere like or retweet to make a difference.