Sorry as a Service

We help customer support agents send personalised sorries

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I created Sorry as a Service, because I felt companies could improve how they rebuild the emotional relationship after a bad customer experience or complaint. I often experienced that companies are not very good at saying sorry when something had gone wrong. Once I lost internet on my phone for a week, and after resolving the issue my mobile operator offered me a 5 Euro compensation. It felt like they put a price on my inconvenience and tried to buy back my loyalty. The money didn't really matter to me that much, and I felt the whole affair was very insincere. I ended up changing operators. With Sorry as a Service we tried to re-think how companies handle complaints. We integrate with Customer Relationship Management systems and give support agents the apology button - push for happy customers. We provide the insight and the capability to send a personal and physical apology. Using the data available in the CRM and public Social Media data we suggest what items would resonate best with the customer, then with a click the agent can send it through our apology network, partners including florists, chocolatiers, restaurants and cinemas. My telco could have spent the same amount of money on sending me a hand-written card with my favourite chocolates and it would have impressed me more that they care. Please, could the PH community share their experience with companies that have nailed it in apologising? Also exceptionally bad experiences would be a great inspiration.
Love this idea @martinmcgloin! How do you recommend a company choose the right gift to send when the relationship with the customer is new?
Thanks @dylanlacom! I'm a great fan of GrowthHackers! Well, you can rarely go wrong with some nice belgian chocolate, and often the token of sending a handwritten card is enough to show you really care. Though, even in new relationships we have enough profile data about the customer to suggest something we have a good chance of knowing will resonate (age, gender, location, user device, and other publically available data). Though the longer the relationship, the better we can do. Do you have anyone you need to send a sorry to?
@martinmcgloin @dylanlacom agreed on the chocolate. I know I'd be stoked on that haha I don't have anyone on my apology list at the moment, but it's good to know for the future.