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A customer-review site that lacks customer support
Aug 20, 2015 10:45 AM 7221 Views

Service & Support:

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MouthShut_Official Cares

MouthShut_Official is working closely with to achieve customer satisfaction

MouthShut has been touted as a popular place where customers can come and review various brands. So, naturally my company felt it would be good to get a presence on this website so as to be able to respond to customer reviews, help resolve their issues, and be able to see where and how we slipped up so that we can improve our services.

However, it has been half a month since my attempt to create a corporate account on this platform to enable my team to respond to customer reviews, and there has been no response from the MouthShut team except for an auto-mail that said "A representative will contact you shortly." which they didn't.

At first I felt it probably is because they tried verifying by a call, and I'd provided the company's main number that goes to the main directory(because the phone number text boxwas under the corporate details section. So, I sent a follow-up giving them my registered ID and the numbers they can contact me on.

A week later, still no response. I then sent a follow-up mail to the support team. Five days later, still no response. I even contacted the sales team hoping they would be of some use. However, even they have not responded yet. I now sent a mail to bizdev again, yesterday. I also then filled in a sales form later in the day. But with no replies till now, I am not too hopeful about the issue being resolved.

What is surprising is that while there is an option to register your business directly, it apparently is a paid service. However nowhere on the registration page or after registration are you shown where or how to make this payment.

Also, if it is absolutely necessary to pay before registering your business, then why is it that on MouthShut for business, it gives you the option to directly apply? Shouldn't this instead shoot off a query to the sales team, who will then contact you, and will then guide you through the process?

Overall, the entire process is extremely unwieldy, and hampers our ability to let us answer our customers' queries, give them solutions to their issues, or let them know if the problems they were facing have been fixed.

Other issues are: sometimes the website refuses to load despite multiple attempts. On logging in via the homepage login pop-up, if your account details are incorrect, it doesn't show any error and simply closes the pop-up without letting you know what the problem is.

The irony that the site which is about the customer has such terrible customer support is not lost on me. Seems being the'best/leading' platform in India doesn't necessarily mean you have the best features or support.

One more point: In the option where it asks you "Do you LIKE" the radio buttons seem disabled and'Yes' is selected by default. In other words, irrespective of whether I like it or not, the review will say that I do.

All in all, not happy with them at all.

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