Companies respond to online reviews

AUSTIN (KXAN) - When you're looking for reviews of a restaurant or business, most people check out Yelp or Urban Spoon .

But there's a new site started in Austin called Social Smack . And it turns out companies are listening to what consumers are writing on this site.

When Cathy Benavides ate at Kona Grill at the Domain a few months ago, there was something about her experience that just wasn't right.

"We just felt like we got lost in the shuffle. And then when we mentioned it, we got an attitude, and it was shocking, never happened here before," said Benavides.

She decided to write about her bad experience on SocialSmack. That review was linked to her Facebook and Twitter page. And within 24 hours, Kona Grill's corporate office contacted her.

"They said they had read what I had written on SocialSmack, and they were really, really sad to hear that and they wanted to make it right," said Benavides.

"For the most part, brands are listening," said Matt Curtin, founder and CEO of SocialSmack.

The Austinite launched SocialSmack in September, with the idea to create a simple platform where consumers give a "thumbs up" or "thumbs down."

"It's a productivity enhancement site for brands to understand how the passionate consumer feels about them," said Curtin.

After having problems contacting companies about issues he was having, Curtin decided there had to be an easier way to use social media, which led to the creation of SocialSmack.

Companies can even create their own page so they can interact directly with the consumer.

"Social media has now created this era of the humanization of companies," said Curtin.

For Benavides, her review led to a call not only from the corporate office but from the general manager in Austin.

"I invited them back in and said, 'Please give me the opportunity to exceed your expectations,'" said Scott Matthews, general manager of the Kona Grill in Austin.

"It's just a really great example of how businesses can connect with their customers on a totally different level," said Benavides.

SocialSmack is free to use. You just have to sign up.

Right now, there are 91 companies on the site, but new ones are popping up everyday.