Velaro and Get Satisfaction Reinvent Online CRM By Enhancing Customer Satisfaction and Support Staff Productivity

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Combination of Award-Winning Live Chat Software and Unique Social Community Platform Reinvents Online CRM

“By bringing together our knowledge base and Velaro’s award-winning customer live-chat software, we aim to reinvent CRM and how businesses interact with customers online,” Wendy Lea, CEO, Get Satisfaction.

Businesses can now increase the productivity and efficiency of customer support staff, while also increasing customer satisfaction, with a new solution that combines award-winning live chat software with a powerful customer-driven community knowledge base.

Velaro, provider of live chat software, and Get Satisfaction, an online community platform that builds strong relationships between companies and their customers, have teamed up to provide this powerful online customer support tool that has reinvented online CRM.

“Any business with a community-powered support portal from Get Satisfaction can now enhance customer loyalty with this new integrated offering,” said Alex Bloom, Co-Founder, Velaro. “By being able to efficiently deal with customer issues, businesses can now support more customers faster, while also building a strong base of customer advocates who have had a positive interaction experience.”

The integrated solution allows businesses to streamline online customer interactions by having customers complete a short pre-chat survey, which then serves up automated lists of related topics and answers provided by the Get Satisfaction support community knowledge base. From there, customers have the option to click a button for live chat with a member of the support staff.

In addition, support staff can quickly answer questions posed by customers by searching the Get Satisfaction community knowledge base, and can easily push the response to the customer with one click – allowing for support staff to handle larger volumes of customer inquiries.    

“By bringing together our knowledge base and Velaro’s award-winning customer live-chat software, we aim to reinvent CRM and how businesses interact with customers online,” Wendy Lea, CEO, Get Satisfaction. “With this new integration, we are allowing businesses to make their support staffs more efficient, while increasing overall customer satisfaction at the same time.”

In addition, business can now equip their chat operators with their Get
Satisfaction knowledge, which is fully integrated within Velaro’s Web-Based Agent and Desktop Agent interface products. Chat operators can also direct users to users to relevant knowledgebase articles by pushing content directly into chats.

About Get Satisfaction
Get Satisfaction is an online community platform that helps companies build better relationships with their customers. Our solution is used by the world’s best brands to improve customer support, build better products, drive customer loyalty, and build better business. For more information, visit http://www.getsatisfaction.com.

About Velaro
Founded in 2000, Velaro is an established leader in click-to-chat, click-to-call, and intelligent engagement. Velaro won independently rated live chat awards in '05, '06, '08, '09, '10 and 2011. With 99.98% uptime guaranteed, companies currently benefiting from Velaro's solutions include Dell, Pfizer, GM, LG Electronics, Blue Cross Blue Shield, HTC, Lillian Vernon, MarketStar, and Experian. Visit http://www.velaro.com for more information.

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Matt Langan
L&R Communications
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