[Video] Freecharge Takes Criticism Sportingly as Employees Read Out Aloud Negative Customer Reviews

Online mobile recharge platform- Freecharge has released a promotional film in which the company’s employees are reading out aloud all the negative reviews it has received by its customers on social media platforms such as Facebook and Twitter.

One of the interesting reviews which really made me laugh my guts out was when a customer says, “Do you give coupons for ‘Sulabh Shauchalaya’, coz that’s what they are. SHITTT!!”

As per Freecharge’s AVP – marketing, Ashish Virmani the company tracked consumer feedback on social media, app store and consumer complaint emails in order to improve the product. In the process they stumbled upon interesting and creative feedbacks after which the company decided to create a humorous content around it.

Freecharge which was recently acquired by Snapdeal, offers recharge for Prepaid Mobile, Data Cards, DTH & Postpaid Mobile Bill Payment.

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  1. 1

    This is a very fun strategy but also touches on the topic of negative reviews and how companies should treat them. All too often businesses ignore negative feedback or even delete it. But through being proactive and responding to bad reviews, brands can improve the overall customer experience, showcase initiative and work to solve the problem.

    To give potential customers the certainty that your reviews are authentic and independent, it’s worth looking into hiring a third-party feedback collecting company, like eKomi or Bazaarvoice. It is very important that the solutions they offer be purchase-based to boost the credibility of your brand. Independent reviews gain much more trust that in-house managed testimonials.

    Perhaps it’s a less fun solution but it sure does work. 😉

  2. 2

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