PublikDemand: The Social Better Business Bureau

These days, businesses are just so competitive. They are driven by the motivation to match their competition feature by feature. So, there aren’t many distinguishing traits or USPs for products and services to stand apart. That is, except when it comes offering their customers exceptional support.

We are better off forking a bit more money for a brand that promises to treat us with respect when knocking their doors for help. Such decisions end up saving a lot of time and frustration of dealing with indifferent and rude support people. Sadly, this doesn’t work all the time and you might have to fight hard with a brand to get your issue resolved.

Fighting alone against a brand to get heard is an uphill task. But, the same is going to be a whole lot different if you fight alongside hundreds or thousands of people facing the same problem. That’s where PublikDemand comes in.

Getting Started

Getting attention from the brand you are complaining about using this web app is quick and simple. After creating a public complaint detailing the issue you are facing, the app lets you get the support of your friends and family via social media. Once that’s done, PublikDemand will make sure your voice will be heard by allowing even people you don’t know, but understand your plight to support the case.

If you are still not sure how to get things going at PublikDemand, click on any of the company logos that have received the maximum number of complaints. Doing that will show you the public complaints of regular people just like us. Going through any one of the complaints will give you a better idea of the entire process.

Creating a Complaint

Creating a Complaint

Creating a Complaint

The complaint form has just two fields and that’s smart thinking. A person who is already in a bad mood might not be inclined to fill in a ton of fields. Why give them more trouble?

Company Name Suggestions

Company Name Suggestions

Start typing the name of a company and PublikDemand will start suggesting a list of potential suitors. Pick the right one from the list and briefly explain the issue you are facing. That’s precisely all that you need to create a public complaint. But, if you want to be more elaborate, there are options to add relevant links (say, a blog post with screenshots explaining your problem step by step) and some personal details.

Adding Private Details

Adding Private Details

Talking about personal details, you can discretely add an account number or a ticket reference number provided by the company earlier. Contact details besides the email address can also be added. The information you share in the private details section isn’t displayed in your public complaint. This is solely for the concerned brand to get in touch directly.

Gathering Support

The problem can be published directly in Facebook to tell others about your issue and gather support from your circle. A public complaint is also created under the company name at PublikDemand.

List of Public Complaints

List of Public Complaints

PublikDemand demand users who face similar issues or those who feel that your issue is legitimate are allowed to support you by clicking on the Support button. The badge associated with each complaint keeps track of the number of supporters your complaint has received so far.

Comments via Facebook

Comments via Facebook

If members feel strongly about the issue, Facebook integration makes it easy for them to voice their opinion on your behalf. Your complaint decreases the PublikDemand score of the company until they solve your problem.

I did notice that there isn’t a section to see complaints that have been resolved by a company. It would be a great help to see which type of complaints get resolved and which brands consistently work hard to help their customers out.

Responding to a Complaint

Talking about complaint resolution, if you are representative of a company a customer is complaining about, click on the Request access link below each complaint. PublikDemand will ask you to create an account and you can start responding to public complaints.

Requesting Access

Requesting Access

I did not go through the entire step of creating a representative account because I don’t work for any. But, I couldn’t stop wondering how PublikDemand validates if a person signing up is actually working for the company or not.

Final Thoughts

PublikDemand is awesome. At first glance, the app looked like just another forum where people get to talk about their customer service issues, except with a great design. I turned out to be wrong and for a change I was so happy about that. The idea to have a PublikDemand score that goes up or down based on a brand’s response to customer issues is genius.

PublikDemand score is the stick and the carrot for the companies to act on issues that are annoying their customers. My only gripe is that the app doesn’t cover companies from various geographies (looks like only the Fortune 1000 are in the list) and I wish this happens ASAP. Go ahead, use the power of the collective voice to be valued, respected and heard.


Summary

PublikDemand uses the power of the collective voice to get a customer's voice valued, respected and heard.

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