Our ultimate goal is to help customers and employees rewrite the rules of business, making it less about policy and politics and more about solving problems, helping each other and getting things done.
San Francisco, CA (PRWEB) December 05, 2011
Insidr (http://www.insidr.com) is launching today public beta of a independent customer service marketplace that connects frustrated customers to people who have worked in big companies and are willing to help when the company can't or won't.
Unlike most question and answer sites, the people providing answers work or have worked inside the big companies, so they're better at cutting through red tape and getting answers to difficult problems. Unlike corporate customer service, the "insiders" work independently to earn rewards and points from customers. That means candid, unscripted help is available from engineers and other experts in a way that's discouraged in traditional channels.
"We started Insidr because we felt frustrated and helpless when we had to call customer support. We decided to find a better way," said Antony Brydon, CEO and co-founder of Insidr. "Our ultimate goal is to help customers and employees rewrite the rules of business, making it less about policy and politics and more about solving problems, helping each other and getting things done."
Insidr lets customers post an online question and, optionally, offer a reward. The insiders offer help and earn the reward only if the customer is satisfied. Insiders can also earn award points for helpful answers.
Because insiders only earn rewards if they help, the customers' interests and theirs are perfectly aligned.
Insidr has been in private testing mode for 10 months. At public beta launch, 1,280 insiders offer support for nine companies: AT&T Wireless, Bank of America, Comcast, DirecTV, Dish Network, Sprint Network, Sprint Nextel, T-Mobile, United Airlines and Verizon. A typical question receives several answers within 30 minutes for an average reward of $8.
Examples of helpful answers include the following:
- Bank of America insider helps a woman get a new mortgage loan officer
- T-Mobile insider helps customer get a full refund instead of an account credit
- Dish Network insider helps customer avoid early termination fee.
Also starting today, a new feature lets you use Facebook "like" votes to elect a company to add to the support list.
Insidr was founded by Antony Brydon, Jeff Patterson and Jean Tessier, who launched ShopWell out of IDEO in 2010. Insidr is backed by $500,000 in seed funding from True Ventures and prominent individuals including: Gil Penchina, an early investor in LinkedIn and Evite and recent commissar at Wikia.com; Karl Jacob, CEO and co-founder of Keen, Ingenio, and Coveroo; Brian Witlin, IDEO entrepreneur in residence and co-founder of ShopWell; and Samer Hamadeh, founder & CEO at Vault.com and Zeel.com.