FAQ for Businesses

What are your customers really saying about you?

What is Isertive®?

It's a business intelligence tool, a customer relations manager and a powerful image-builder.

What does it do?

Isertive® lets you see what your customers are saying about you, respond immediately to each individual customer and, if you wish, submit your response for publication so that your present, past and potential customers can see that you are serious about achieving total customer satisfaction.

How does it work?

Through its affiliation with ConsumerAffairs.com, one of the Web's most popular and respected consumer resource centers, Isertive® constantly scans the ConsumerAffairs.com complaint and comment database, looking for mentions of your company. When a complaint about your company is found, it is emailed directly to you or to whomever you designate. You can immediately contact the complaining consumer via email to resolve the complaint.

Then what happens?

If you are able to resolve the consumer's complaint, you may upload a statement to ConsumerAffairs.com. You may also ask the complaining consumer to verify that the complaint has been resolved satisfactorily. This lets customers and potential customers see that you move quickly to correct problems.

What if I can't resolve the problem?

Everyone understands that not all problems can be resolved. Sometimes the consumer is being unreasonable and the problem occurred for reasons beyond your control. By explaining this and demonstrating that you have done all you can to resolve the problem, you remove the damage to your reputation that can come from ignoring complaints.

Isn't it unfair to make me pay for this?

Not really. The fees charged for Isertive® support the software and human resources that make the program possible. Remember, we don't just publish your response — we put you in touch with the complaining customer so that you can find the cause of the problem, resolve it and retain the goodwill of your customer.

People shouldn't say this stuff about me.

Perhaps not, but the Web has not changed human nature. It has simply made it possible for consumers to broadcast their concerns and opinions to a global audience. The law protects Americans' right to be heard and there is not much chance of that changing.

Are there any restrictions on how I use the information?

Yes, You agree as part of your subscription agreement that you will not use the information we furnish you to sue the complaining consumer, ConsumerAffairs.com, Isertive® or our employees and agents. You also agree not to sell, lease or otherwise furnish any consumer information including name, address, telephone, email and account numbers to any other party.

Anything else?

Yes. Our service is available only to reputable, top-tier local and national businesses. Every subscriber is screened before the agreement is accepted. Businesses that have generated an excessive number of complaints with ConsumerAffairs.com and other public and private entitites or that have been prosecuted or sanctioned by regulatory and law enforcement agencies are not eligible.

Pricing

Pricing for the introductory year is determined by the number of complaints about your company currently in the ConsumerAffairs.com database.

How do I sign up?

Signup form. To learn more, contact Kim Hicks at 213 503-7106.