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Tell It to Me Straight

This Web 2.0 tool can help you manage customer feedback and resolve disputes in a flash.

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This story appears in the June 2008 issue of Entrepreneur. Subscribe »

James and Ann Scaggs, 27 and 26, respectively, know how hard it is for some people to part with their ailing iPods--even when sending it to someone who will make it well again. Hoping to ease that pain, the husband-and-wife co-founders of iPod repair and refurbishing company iRepair Squad searched for a way to reassure their clients, finally settling on RatePoint, a Web 2.0 system for collecting and displaying . Because word-of-mouth is the company's best form of advertising, it was important to the Scaggses that their review-and-support system be highly credible to customers, capturing and displaying feedback from the .

After evaluating several technologies, they chose RatePoint for its efficiency and transparency. The service, which starts at $14.95 per month or $150 for an annual subscription, has a special security feature that provides a higher degree of validation for comments, reducing the potential for fakes.

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