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The way your customers communicate with your business has changed radically in recent years.

Companies used to have only one way to connect with their customers: one at a time, person by person, through traditional customer service channels like phone and email. This individualized approach can be slow, laborious, expensive, and frustrating to customers and companies alike.

Many companies still operate this way, but their customers have moved on.

They’ve moved on to one of the thousands of places where customers go to talk not just to the company but also to each other: to Facebook, Twitter, blogs, or any place online that allows them to engage in conversation around the products and services they’re passionate about. Your company needs to be a part of the conversation.

Get Satisfaction: A hub for social engagement with your customers

Get Satisfaction helps companies take advantage of the increasingly distributed and disconnected conversations taking place across the social web today. Our platform unifies brand engagement and the consumer experience across multiple touchpoints. Your customers can have the same conversation everywhere they go, regardless of whether they’re on Twitter, on a Facebook fan page, or on any page of your site.

Get Satisfaction collects and organizes all social knowledge (questions, feedback, concerns, and praise) into a unified platform that can be shared and leveraged across both internal and customer-facing channels. This approach transforms customer discussions into actionable content that ripples throughout your organization. Product development, relationship marketing, brand management, and public relations all get value from the information contained within your customer interactions.

Get Satisfaction is flexible, scales easily, and integrates very simply with most CRM solutions, allowing business and organizations to add this very important social element – also known as social CRM – to their management of customer relationships.

How Get Satisfaction Works

Get Satisfaction is an easy, lightweight way to build customer communities that are easily leveraged for cost-effective support, marketing feedback, product innovation, and communications strategy.

Available as a hosted (SaaS) service, easily extended throughout your Web presence via simple widgets and open APIs and out into the social Web via our Facebook and Twitter integrations, a Get Satisfaction community instantly invites customer participation and provides a platform for unified conversation anywhere in the online experience.

A Get Satisfaction community is an instant:

Cost-effective customer support platform
Portal for real-time market feedback
Natural driver of search engine optimization (SEO)

Online Community

While your customers and constituents are buzzing about your products and services across the social Web, your own online community is an equally important part of the landscape. There should be one place for open, transparent exchange on the Web that you manage, where you invite your customers inside to engage with you in a conversation that benefits both sides.

Communities Reduce Support Costs
Putting a community in front of your support solution lets customers and users get answers from each other first, often with faster response times than through traditional trouble ticketing channels. Every answer is publicly archived and searchable, so there’s never a need to answer the same question twice. This results in a dramatic reduction in the cost of service delivery while greatly improving customer satisfaction at the same time.

Communities Drive Product Innovation
Community discussions are full of opinions, wishes and wants. Opening a community conversation about your latest campaign or product launch helps you gather valuable market data you can quickly fold into your product marketing cycle, communications strategy or program schedule.

Communities Help SEO
Opening an online community and inviting discussion about your brand, service, or organization deepens user engagement and increases the amount of user generated content (UGC) uploaded to your site—a strong driver of search engine optimization.

Better Relationships Are Built Through Community
Businesses and organizations that interact with their customers and constituents through open, transparent communities report significant increases in satisfaction and loyalty.

What is Social CRM?

Practicing social CRM means inviting your customers to interact with you in the social Web and connecting that to your existing CRM solution.
Nowhere is there a more natural fit between business goals and online social activity than in customer relationship management (CRM). Businesses that integrate the social Web into their existing CRM practices are able to manage these social customer relationships more successfully and cost-effectively.

Smart organizations are increasingly relying on social CRM for business growth and advantage.
Being part of the social Web means cultivating more open, human relationships through community networks and inviting more interaction online around your product, brand, or organization. It also means capturing an enormous amount of valuable market data across all these social channels.

Every day, businesses find new ways to put the natural, spontaneous exchanges that happen in open social environments to good use. Effective social CRM results in significant improvements in customer satisfaction, retention, and loyalty. Leveraging existing social networks not only makes for better relationship management across a wide variety of customer touchpoints, but also dramatically reduces support costs and significantly improves communications efficiency.

Social CRM can be done modestly, by adding a customer support community into your existing customer service and support (CSS) stack, or on a larger scale, by fully integrating data from social Web activity into back-end CRM systems like Salesforce on a per-customer basis in order to achieve better issue tracking and resolution, accelerated innovation, and increased customer lifetime value.

Get Satisfaction currently supports a number of existing integrations with CRM solutions, allowing business and organizations of all sizes to add this very important social element to their management of customer relationships.

Case Studies

Putting Get Satisfaction in front of their existing support tools gave Widgetbox a superior CRM solution that lowered their support costs by half. More »

WidgetBox is on Get Satisfaction at the Integration Plan level.

Using Get Satisfaction as a primary support channel allowed Yola's own customer base to provide cost-effective, high-touch support to this fast-growing business. More »

Yola is on Get Satisfaction at the Customize Plan level.

Get Satisfaction allowed Serious Business to migrate their customers away from the Facebook wall into a social experience tied to their support processes. More »

Serious Business is on Get Satisfaction at the Customize Plan level, and uses the Facebook and Parature integrations.