FixYa’s New FixBoard Allows Companies To Track Customer Support Trends

Posted: May 16, 2013 in GT, Social, Startup

FixYa, a Q&A site where consumers can seek advice
from product experts, is launching a new feature
today called the FixBoard, which should make the
site more useful to big consumer brands. As the name suggests, the FixBoard is basically a
dashboard of FixYa data. It shows, over time, the
number of FixYa owners who reported a problem with
a company product, the products that have the most
reported problems, the most common problems, and
how those numbers stack up against the competition. Rather than just looking at individual questions or
individual products, this dashboard provides brands
with a much broader view of “what customers are
saying,” said CEO Yaniv Bensadon. The data is
specifically about activity on FixYa — it doesn’t tell
companies about complaints on their own sites or own social media, for example. But Bensadon said
FixYa itself has become a big community, with more
than 30 million unique visitors per month and 9 million
product questions answered total. He added that even though FixYa has been profitable
since 2009, the company is looking for ways beyond
its existing ad model for brands to find (and pay for)
value on the site. The FixBoard is currently free and
available to everyone, but it only covers the top 1,000
brands on FixYa (out of 60,000 total). Eventually, Bensadon said he plans to release a “full-blown”
version that companies will have to pay for, covering
more brands and offering more detailed data. I also asked whether any of those potential
advertisers/future customers are going to be upset to
see the number of customer complaints highlighted in
one place and visible to the public. “We don’t think so — in the same way that no one
prevents anyone from going to Twitter and reading the
tweets” Bensadon said. “Now, after several years …
brands understand the fact that some users are
saying something bad about your brand. It cannot be
prevented, and there are two things you can do about it as a brand. You can ignore it, or treat it as an
opportunity to engage with your users.”

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