Introducing Get Satisfaction 2.0: A New Take on Customer Community

It’s not very often that we use version numbers for our software releases, for the simple reason that we’re unveiling improvements all the time (it’s the Web after all). Today, however, we’re launching an update so significant that we’re smacking a big 2.0 sticker on it. It’s a huge leap forward, building on what people love about Get Satisfaction while integrating the tremendous learning and feedback we’ve had since launching our service almost two years ago. Perhaps most importantly, this is a new frame for customer community that will support the many improvements and feature releases coming in the months ahead.

Get Satisfaction is about harnessing the social web to improve online customer support, and with this release we’re raising the bar in just about every way.

A Social Support Hub – Organizations may communicate in an increasing number of ways, and Get Satisfaction now provides a unified hub for connecting customers to the right people, wherever they are. The community may be emerging as the center of customer communications, but it’s intimately linked to distributed conversations on Twitter & Facebook, official channels like email and phone, or even Get Satisfaction partners like Zendesk, the popular helpdesk software. Get Satisfaction ties it all together.

Simplicity itself – Get Satisfaction 2.0 refreshes the user interface to enhance usability and present content in simple, easy-to-digest ways. Its never been easier to search, browse or interact, encouraging participation from a wider range of people.

Curated Views – Based on our structured convers ations we’re excited to announce a new feature, Content Auto-Curation. By leveraging the natural activity of your community we’re now presenting useful sets of topics, things like frequently asked questions, common problems, popular ideas and many more. The hidden value of conversations is unlocked for the first time.

Focus on results – Get Satisfaction has always focused on helping reach their desired outcomes, whether that was an answer, a solved problem, an idea implemented as a new feature or product. Get Satisfaction 2.0 highlights which topics need input from the community, and prominently features answers and answerers.

Customer-to-customer help – This new release puts a new emphasis on customers connecting with each other to answer questions and solve problems. Through positive participation, every user can now earn reputation (and possibly win the coveted Champions status) within the community.

Customizable, Configurable Widget Toolkit – We’re famous for allowing organizations to embed community through their products and web sites via our widgets. Get Satisfaction 2.0 includes a new premium widget toolkit: now you can fully configure and customize four different kinds of widgets that make plugging community content into your site as easy as cut-and-paste. Filter suggested content, auto-tag new topics, customize the look-and-feel and more.

Choose your own participation level – Not all organizations use Get Satisfaction in the same way–some don’t use it at all while their customers do. This release includes a new feature that allows an organization to set its participation level and a personal message to users, in order to set the right expectations about how its relationship to the Get Satisfaction community.

And those are just a few of the highlights. For details check out our in depth overview of Get Satisfaction 2.0. Do let us know what you think!

This entry was written by Thor Muller and posted on July 15, 2009 at 2:34 am and filed under Satisfaction, news. Bookmark the permalink. Follow any comments here with the RSS feed for this post. Post a comment or leave a trackback: Trackback URL.
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