Get Satisfaction is a customer community SW platform that helps companies with Social Media ROI. The company was found in 2007.
According to Get Satisfaction, more than 50k companies use their SW to improve their customer’s support experience.
Companies can create communities on their website or through their Facebook page there they can have real-time conversations with their customers. Customers can ask a question, report a problem, share an idea or give a positive feedback. There is a free Get Satisfaction application for iPhone as well.
The SW helps to improve customer satisfaction, product marketing, product quality and trouble shooting.
The SW has benefits for both customers and companies. Below is a short review of some.
What does it offer to customers?
- Very happy customers, who want to express themselves, can easily leave a positive comment.
- A customer who has a question that has been asked by someone else earlier and been answered, can access the answer easily and quickly.
- Customers have access to community 24/7 and can report a problem or ask a question at any time, convenient for them.
- Everyone can read the conversations. This is a good research tool for potential customers who are interested of purchasing the product.
- Customers can communicate which each other through the community answer a question if they know the answer or share their experience.
What does it offer to companies?
- The very best is the opportunity to receive suggestions and innovative ideas from customers for free.
- A list positive feedback from satisfied customers is a good tool to attract potential customers.
- Conversations can be monitored by any one. So customers with similar questions and issues don’t need to contact customer support individually.
However for larger companies, I wonder if this SW will radically reduce the customer support costs or it is more to improve customer satisfaction and as a result increase the product sale.
Once the number of customers and products increases, the amount of questions and problem reports increases as well and to catch up, a company has to add dedicated resources.
I have seen larger companies with backlogs. However for small companies, it is different.
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