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An Easy Way to Enhance Your Online Customer Support

September 23, 2010  
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The Internet has changed the very definition of brand engagement. Thankfully, online tools for customer relationship management keep evolving to meet the challenge.

If you lack time to build online support, or don't have much moderating manpower, consider Get Satisfaction.

Think "social support" for a user base that never sleeps: Get Satisfaction provides interconnected widgets and dedicated forums that let customers pose questions and offer help to each other any hour of the day or night. The secret lies in how the information is presented (intuitively) and shared (through Facebook, Twitter mentions and other media).


Savvy e-businesses are already on board. See the support page for Mint.com, held aloft by 75,000 active users in addition to a moderation team. And here's support for Flavors.me, a site builder we've discussed before.

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Brand Positioning, Customer Service, Social Media

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  • by Jeff Prellwitz Thu Sep 23, 2010 via web

    Could not agree more with considering Get Satisfaction for online support forums. It's helped us build and support our products. The folks at GetSatisfaction are very nice and helpful too.

    Jeff Prellwitz
    VP Publisher Relations
    http://dlvr.it

  • by Adrian Halley Thu Sep 30, 2010 via web

    GetSatisfaction is certainly a useful tool but there are dangers to making your customer feedback public by default (see this Adobe page on GetSatisfaction for a good example http://getsatisfaction.com/adobe/topics/why_are_uk_prices_nearly_double_us_...). Note how nobody from Adobe has given a response.

    At Feedbackify we know that businesses work hard to get customers to visit their websites, so why send them away to a third-party site in order to give some valuable feedback?

    Adrian Halley
    CEO, Feedbackify
    http://www.feedbackify.com

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