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.
I've been in the agency business a long time. I have NEVER been as relentlessly attacked by spam from all directions as I have by @Crowdfire over the past 6 weeks. It is nonstop and abusive.
This abuse includes: form fills across my agency's website, form fills via review sites like @clutch_co, spam emails from suspicious names and email addresses (none of them from @crowdfire's domain). We even changed the email address for one of the forms they kept hitting.
you have to spend literally 30 minutes a day.@Crowdfire is your all-in-one Social Media Management tool, that helps you with scheduling posts, generating advanced analytics, and managing social conversations and get it all at an affordable price.
Per @Crowdfire: "We'd strongly suggest you refrain from clicking on anything that is not from email@example.com. You can also make them spam or forward these emails to us so we can deactivate them from our platform and eliminate spam. I wish we could be of better help."
Our brand is not what we say it is. It's what our users, and the public, says it is. We have to protect it at all costs. That's why the work of companies like @redpoints (full disclosure: a former @ideagrove client) is so important.
.@RedPoints helps brands track when they are being impersonated, counterfeited, etc. online. And why is this important? Well, as one example, check out these reviews of @Crowdfire on @Trustpilot, one of the most widely read and respected review sites:
But they also have a brand to protect. That means they should be doing all they can to fight these spammers and communicate with those who have been its victims. Such as by responding actively on social media, on review sites like @Trustpilot and elsewhere.
Scott is founder and CEO of Idea Grove, one of the most forward-looking public relations agencies in the United States. Idea Grove focuses on helping technology companies reach media and buyers, with clients ranging from venture-backed startups to Fortune 100 companies.