Get Satisfaction 2.0 Lets the Customer Crowd Roam Around CRM

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Customer community members can use Get Satisfaction's "Social CRM Home Base" to connect to any support source.

Get Satisfaction, the customer support platform built on crowd-sourcing and community, released a new update today. Get Satisfaction 2.0 is a big leap forward for customers using community for support--it knocks down the barriers between the public user community and internal CRM support systems. As the social CRM support hub, Get Satisfaction 2.0 (GS 2.0) helps users get the support they need, when and how they want it.

"We don't normally use version numbers, but Get Satisfaction 2.0 is such a huge leap, we had to slap a number on it," said Thor Muller, a founder and CTO of Get Satisfaction. "We've built on what people love about Get Satisfaction--integrating the tremendous learning and feedback from community members--and helped them get more support, more results using Get Satisfaction as a home base."

Get Satisfaction's Web 2.0 customer service and support platform launched in 2007 and has grown exponentially. About 1.6 million people answer each other's questions and solve each other's problems in more than 20,000 company communities that have been created on Get Satisfaction--13,000 companies are actively engaging with their communities on Get Satisfaction. Customers can engage in a whole new level of relationship with the companies they choose to do business with, from the world's top brands such as Apple and Nike to their local shops and services.

Get Satisfaction is about harnessing the social Web to improve online customer support, and with this release they are raising the bar in just about every way. Some of the GS 2.0 improvements for community members include:

A Social CRM Home Base That Unifies All Support Channels for Community Members

The standout feature for GS 2.0 is this unified hub for reaching the right people, wherever they are. People may use the community as the center of their communications, but they are also intimately linked to conversations on Twitter and Facebook, official channels like email and phone, or even Get Satisfaction partners like Zendesk, the popular help-desk software. Get Satisfaction ties it all together for customers seeking support.

In addition, FastPass, a single sign-on feature, ensures that customers need only have one set of ID credentials to access a company's support systems.

Urgent Customer Needs Highlighted Answers Featured So Customers "Get Results"

Get Satisfaction has always focused on helping community members reach their desired outcomes, from getting an answer and solving a problem to adding a new feature or product. GS 2.0 helps members "Get Results" in several new ways:

  •     Topics that need attention are highlighted with prominent prompts such as "Needs Answer" or "Needs Solution."
  •     Corresponding answers and answerers are also highlighted.
  •     Members can "star" any topic to vote it up in priority and subscribe to updates.
  •     Pervasive status indicators show the resolution/progress status of each topic no matter where the topic appears.

Super Simple Interface Encourages More People to Participate

Get Satisfaction 2.0 refreshes the user interface to present content in simple, easy-to-digest ways. Its never been easier to search, browse or interact, encouraging more customer-to-customer participation.

"Curated" Views So Customers Get What They Need Faster

Another new feature, Content Auto-Curation, leverages the natural activity of the community to organize and display useful sets of topics--things like frequently asked questions, common unsolved problems, and most popular ideas. Community members get a fast track to the information they need.

Community Reputation Helps People Easily Find Experts and Get Recognition for Their Own Participation

Get Satisfaction 2.0 adds more tools to help customers connect with each other to answer questions and solve problems. Through positive participation, every member can now earn a reputation based on multi-dimensional measurements of their community behavior, engagement and knowledge. Reputation also helps active and expert customers gain the coveted "Champion" status in the community.

Widgets Help Customers Find Get Satisfaction from Any Website

Get Satisfaction is famous for offering embeddable widgets that let customers access the community from anywhere within products and Web sites. Get Satisfaction 2.0 ups the ante on widget access--when customers click a context-sensitive widget, it automatically tags and filters content based on the page they're interacting.

There are also some cool new search features that users should check out:

  •     Members can search and post from every page of the community
  •     Multi-faceted search results allow users to filter results by topic type (question, problem, idea, etc)

About Get Satisfaction:

Get Satisfaction is revolutionizing customer service by applying the principles of crowd-sourcing and community to the customer service experience. Companies who use the Get Satisfaction Social CRM platform significantly reduce support costs while increasing customer satisfaction, retention and loyalty. How? By providing an authentic, engaged, and thriving customer support community. Join the conversation at http://getsatisfaction.com

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Eric Suesz
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