 |
Ranked # in Customer Support Software |
|
BEST FOR:
RECOMMENDED FOR:
|
|
 Description:Get Satisfaction provides a powerful set of tools for companies to create online communities and facilitate communication with their customers. The software focuses on four types of topics: asking questions, sharing ideas, reporting problems, and giving praise. It also supports a variety of features, including Google Analytics and third party logins. Get Satisfaction is generally best for small businesses, though they have pricing options available for enterprise-level customers. |
|
Get Satisfaction Review |
|
|
March 9, 2012
|
|
Submitted By: Barb Company Size: $50 Million - $150 Million in revenues |
|
| While working for TriNet, I oversaw the implementation of Get Satisfaction. This was almost two years ago. I loved the ease of use and working with the team to implement the product. However their were glitches which I am not sure were ever fixed. We wanted a private site open to only our clients and not visible to outsiders. The site we implemented could be "broken into" by outsiders. We also looked at other companies who had similar or more advanced offering to Get Satisfaction - but Get Satisfaction's price point was unbeatable. I felt that Thor really took care of me and my needs with a quick turnaround to fixes as we identified areas needing repair. Our Sales Rep was also fantastic and kept contact with us even after the sale. Contact me if you'd like more information about my experience. |
|
Get Satisfaction: A cost effective way to integrate the social web into existing contact center channel mix with legacy systems |
|
|
March 9, 2012
|
|
Submitted By: Jake Company Size: Over $150 Million in revenues |
|
| Get Satisfaction has been a very effective platform for us to seemlessly move our traditional customer service representatives who handle calls, web chat, and emails and incorprate the newer contact channels of the social web space. We did a fair amount of discovery before selecting Get Satisfaction as a vender. We wanted to make sure that our existing process flows and skill groups would allow us to "bolt on" Get Satisfaction in a way that would make it a cost-effective way to incorporate a new channel of support. The Get Satisfaction team worked with us to create email notifications sent to an existing email queue or skill group so that one of our Get Satisfaction trained reps would respond to the post. Ideally we want to have our loyal customer base deflecting and participating in the space, but in the even that an answer was not immediately available, we wanted to make sure that a knowledgeable employee provided a response to the thread. The feature that has proved most beneficial is the internal transparency that the Get Satisfaction forum has created. It allows me to use "quotable quotes" and describe in customers' own words what makes them happy as well as their pain points. This has proven useful in helping other business units we interface with truly believe and devote resources to items. It seems that sharing these comments can be more powerful in generating internal action than our traditional focus groups and reason code reporting. We've been able to skin Get Satisfaction to match our corporate website. One feature that we've been rather pleased with is the pass-through authentication which allows distributors of our product to seemlessly login as a Get Satisfaction user with credentials they have already set up in our system. We believe that if we did not have this integration that our participation rate in this online community would be much less as many customers simply aren't going to take the time to create yet another set of login credentials. The Facebook plug-in has been another huge plus for us. |
|
