Ever had a bad customer service experience and wanted to let whoever was running the place know how you felt? Now you can in REAL TIME! You can keep your anonymity and you don’t have to let your frustrations fester until you can get online to write a review. Welcome to Chattback – mobile feedback. Chattback allows service providers to connect with their customers in real time via text – it doesn’t get any easier than this! We got a chance to sit down with Elizabeth George, CMO of Chattback, and ask her a few questions about life as an entrepreneur.
VCB: How did you come to start your business?
Chattback was started because I wanted to update the way people give feedback.
Many of the options were before the era of cellphones and texting like comment cards, e-mail/phone, or being super public on social media or Yelp.
I had a bad experience at a restaurant that made me hesitant to go back. I didn’t want to complain during the meal because we were having fun, I didn’t want to let it bother me for long enough to post it online, nor did I want to have a negative review associated with my name.
I wanted a direct, anonymous, immediate way to give my feedback to the right person. That is how Chattback was born!
VCB: What has been the most challenging thing about starting your own business?
The most challenging thing about starting Chattback was, and is, spreading the word and implementing a brand new product. It is something that has never been done in Canada, and now Chattback offers numbers for businesses nationwide, as well as internationally.
VCB: What were you doing before you started?
I have always had my hand in marketing.
I worked as manager and marketer for a local Vancouver event planning company for 3 years. I helped it grow and developed more strategies with new technology to keep it competitive.
I then moved on to marketing for Earls, which many Vancourvites have heard of. I was based out of one of the locations on Robson Street, and I was in charge of their social media and events. I also dealt with public feedback over social media.
I also worked at SunScape part-time and dealt with an owner who was always looking for new ways to boost his business.
With all of these different types of companies, feedback was always an important issue.
VCB: What is the most unique thing about your business?
The most unique thing about Chattback is that you can have a conversation with your guests in real time, while protecting both your own, and their identities. Its a completely anonymous way for your customers to open up the dialogue with you, whether you’re present, away, or even on Vacation!
VCB: How do you believe ChattBack will improve communication between the customer and service provider?
The truth of the matter is, not everyone will speak up, and that means losing customers. Chattback allows customers to keep their identity and information private while still giving the business the feedback it needs.