Trustpilot Reviews Reveal Crowdfire's Reputation Management Misfire

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Scott Baradell
Published: Jul 13, 2021
Last Updated: Aug 20, 2021

The onslaught began a couple of months ago.

An email, then a form fill on my agency's website, then another email, then another form fill. Followed by reports from virtually everyone on my 30-person team that they were being bombarded daily by emails from individuals purporting to work for Crowdfire, the social media software company based in Mumbai with users worldwide, including high-profile U.S. customers such as the Clinton Foundation, according to Enlyft, and about half of its mostly SMB users based in the United States.

Crowdfire's founder, Nischal Shetty, is better known today as co-founder and CEO of WazirX, India's biggest crypto trading platform with over 6.5 million users and a monthly volume of $6.2 billion.

But back to my story, which is less about Crowdfire, a perfectly fine social media tool (if defanged a bit in recent years by Twitter API restrictions) and more about Crowdfire's brand, and specifically its brand trust and reputation management. It's also about the importance of review sites such as Trustpilot.


That was on a Tuesday. Crowdfire never responded on social media despite being a social media app, but did respond by email to a complaint by another member of our team. And so the saga continues.

Bottom line:

  1. Don't ignore complaints on social media, especially if you're a social media company.
  2. Don't ignore reviews on sites such as Trustpilot, especially when they are in the top three Google search results for terms such as "Crowdfire reviews."
  3. Do more to get to the bottom of the spam issue and regularly update customers and the public on your efforts, so they know your emails to frustrated spam recipients are more than lip service. 

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