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Avoiding Username and Password to post information
Re : Fastpass. We are considering getsatisfaction.com, what we don't like is that users need to submit a username / password to post or ask for information. How can we bypass the username / password authentication process so anyone can post information regardless of prospect or customer?
I’m undecided
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Inappropriate?I may be misunderstanding you, and if I am I will bring someone else into the conversation who can speak to this, but I want to give it my best shot at answering.
We do ask for an email address (a username isn't required but can be included if preferred) so we can notify a customer when an employee responds to their request for help. Otherwise, they may never be able to continue the customer service help (conversation) they're initiating. The FastPass system lets companies tie their own established user accounts into Get Satisfaction so no separate account needs to be created on Get Satisfaction by a customer. All of that may already be evident, but I wanted to make sure we're on the same page.
Are you looking for one-way anonymous feedback from people, or are you looking for a way to do customer service -- that is in a two-way conversation-based format? Just want to make sure I understand and not make any assumptions.
Thanks!
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This is one of the best points
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Hi Eric. This helps. To answer your question Are we looking for one-way anonymous feedback from people, or are you looking for a way to do customer service - the answer is both :)
Some customers may want to leave anonymous feedback - is this is the case we cannot respond other than via the interface. Prospects / customers who want a reply emailed - then an email address will be required. -
Inappropriate?Gotcha. Then this sounds like a clear vote for anonymous feedback, which we don't currently offer. But, it has been something we've considered. I'll make this an idea so we can track it as such.
1 person thinks
this is one of the best points
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Inappropriate?We've implemented Get Satisfaction on our site and just heard feedback that one of my friends wanted to leave anonymous feedback as well but ended up not leaving any feedback because he couldn't do it (he talked to me instead when I saw him).
I’m frustrated
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Inappropriate?Another vote in favour of allowing anonymous feedback (or at least the option being there).
I’m unsure
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Inappropriate?Would an alternative be to offer prospects / customers who wish to retain their anonymity a generic company user name & password i.e. gs@companyname.com | 123! to post their feedback? The details would be posted on the site. -
Inappropriate?Can't a customer use an anonymous or generic user name and password to post their feedback now?
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Inappropriate?If one is provided by the site owner - then yes. I wouldn't expect everyone to have a Google, GS. Facebook, etc... username / password.
Charles. -
Inappropriate?The only problem I can see with using an 'anonymous' account to post things is that the account would be editable by the user. There's nothing currently to stop them adding new email accounts, editing the avatar, deleting posts, removing votes and so on.
Ideally an anonymous account would be able to post new issues and reply to issues, but that's about it to stop things like vote stuffing.
I’m unimpressed
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