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Get Satisfaction gets contacts!
We want you to be able to keep track of the most helpful people you encounter on Get Satisfaction, and now you can.
Next time you visit your dashboard, you should see a message like this:
Tell us what you think of our import process, which other services are important to you, or other such things.
Next time you visit your dashboard, you should see a message like this:
Tell us what you think of our import process, which other services are important to you, or other such things.
I’m excited
Follow this discussion to get notifications on your dashboard.
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Inappropriate?First!
But, seriously, this is cool. Importing from Twitter was a breeze -- though I was :( to enter my password... But psyched to see oAuth from Gmail -- though I was :( cuz something broke. But I'll try again.
Very slick, dopplr-like adding once you get to your list of potential contacts. Nicely done!
Update: auth process from gmail and flickr is rather slow at the moment -- could be on my end -- but is working.
I’m psyched.
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Yeah, unfortunately, Twitter doesn't support OAuth yet. When they do, we'll be sure to update our importer.
Google's OAuth support for contacts is "alpha" level right now, so it may be unstable for a while as they finish working out the details. -
Yeah, we'll be rolling out updates, removing the passwords from each service as it becomes possible, and adding more services like linked in or facebook if and when they become available
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Inappropriate?If you are seeing slow import times it could also have to do with the DB slowness issues we've had over the last few days in addition to some poor code of mine in the process that is too chatty with the DB.
After I get some sleep my goal is to optimize that substantially.
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Inappropriate?Lovely work, team! My two main request are a) an Add All option so that I don't need to manually add them one by one, and b) a more obvious visual state for differentiating between added and not yet added people.
Totally love the Twitter/Flickr user matching.
I’m feeling connected.
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++ to both a & b. the dopplr effect is nice (switch to yellow text bg) and would actually fit in with your other ajax transitions.
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Inappropriate?I'd love it if i could go to my Dashboard and select an option or page where I can view *only* replies and comments by my Contacts.
A feature like this will let me keep up with the latest activity of people I find knowledgeable, without having to swim through everyone else's posts -- basically using my list of Contacts as a mechanism for separating the wheat from the chaff.
I’m in a good mood
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yes! This is definitely the next step.
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Mmmm, cream of wheat. I like it!
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Scott -- I was debating there for a moment between using 'wheat from chaff' vs. 'cream rising to the top'. LOL! Cream of wheat works!
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Inappropriate?Absolutely! Yes, mdy, this is a great idea, and it's exactly what we want. We want people to be able to follow their Contacts' conversations on our site. That's key to having people -- like you and your extensive knowledge of Twitter -- be more visible as a person with expert-like status.
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Inappropriate?Hi GS Team! I realize this sounds really dumb but - just what can i do with these contacts? Seems to me the basic idea of "contacts" is people you want to interact with (more than with other site members). So what is it that you've set-up this new contacts feature to support? The page itself gives no hints...
I’m wondering if i'll find it useful...
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Inappropriate?To be honest, there isn't much use for contacts at the present moment, but I can tell you where the system will grow, and some of our reasoning behind implementing them now before they have explicit benefit to you.
We see contacts as the people who have helped your service experience in past and may do so in the future. Just like you can mark the products and companies that you use, you can mark the people who have been helpful to you.
In the future we can use this data to bring those people into conversations involving you that they might be able to help with. For example, the following scenario:
You've got a problem with you macbook, and you've marked Alex, one of the Apple gurus here on GSFN as a contact. You post about your problem and Alex gets a highlighted topic that shows up in his dashboard. That's just one idea that I had, but I haven't thought it out to completion yet so don't hold me to it :)
The driver here is that I'm a strong believer that one of the problems with customer support today is that the humanity is gone... on both sides of the counter. I want GSFN to help bring back the sort of customer experience you would get at a neighborhood corner store you've been shopping at since you were a kid. Part of that is letting people express some of those human connections inside the system, and the contacts feature is us dipping our toe into the pool.
We didn't want it to feel like a social network, which in my opinion tends to become "Look at who's in my friends list" for many people. That isn't necessarily the connections we want to cultivate. Rather , our first step into the explicit human connection (I feel like we've done a good job at helping to build the implicit human connection) is the contacts system and that currently amounts to "This person is someone I care about". In the future that statement will grow to be something with more meat, but for now it is just a simple declaration to yourself. A bookmark list for people, in a sense.1 Comment Add a comment
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well said scott!
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Inappropriate?i'll add to scott's excellent decription by noting that your contacts list doesn't show up for other people* when they're looking at your dashboard profile. it's just a list for your own personal use. this was done in part to prevent the "look at everybody in my friend's list" behavior scott described.
does it make it a little harder to find people to add? maybe. but do you really want to have to maintain a whole other "list of friends"?
as we start to figure out more of what we can do with contacts, that makes sense in this service context, we'll add them in. and of course, any ideas you guys have we'd love to hear.
* i believe this was actually scott's idea. or possibly leslie's. or ted's. hard to keep track. -
Inappropriate?I understand that, here on GS, anything you might want to do together with your contacts should contribute to the overall service objective of providing support.
Maybe your contacts panel should at least show any latest posts your contacts might have made.
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Inappropriate?It does :)
We only show topics that the person has posted, right now. I would expect that in the future there would be something similar to a dashboard feed that would let you follow a person more closely. -
Inappropriate?Oh okay! My contacts list looks like this...
Considering that these contacts should be very active posters, the fact that there weren't any "latest" items made me think that it wasn't showing posts yet. Or maybe it only shows original posts but not replies?
Overall, I really welcome this addition of contacts. I'm thinking i'd use it to see what mine are up to in case it's something interesting or if I can be of any help.
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Inappropriate?Yeah, it only shows original posts. In this case, it only updates after someone posts a new topic after you've added them as a contact. I should probably fix that so that no matter what it shows their last topic.
That would be for another day though :) -
Inappropriate?Gosh, 12 months on, and I still can find no way to (privately) CONTACT any of my "Contacts".
I'd have thought a basic "IM" or Private Message would be available somewhere !?
I’m angry and bemused.
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We don't have private messaging built into the system yet, Eagle_Kiwi.
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Inappropriate?We'd really like to have a way to PM our customers as well. This is something I was sure would be available in the Premium version of GetSatisfaction but it looks like it's not.
Our customers often come to us (via GS) with questions we can't answer without more information. It would be very helpful for us to either be able to PM them or find out their email address in order to look up their account information in our database and replicate the problem.
I’m aaaalmost ready to upgrade.
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Inappropriate?Jamie, we don't yet have private messaging, but we are definitely going to do something around this at some point. More about our private messaging plans here, if you're interested: http://getsatisfaction.com/getsatisfa...
One alternative is using Zendesk in combination with our site for just this purpose. We've recently integrated that, and a few folks are trying it out right now. (Including me, and I love it so far.) -
Inappropriate?Just re-read the whole thread through again. What would make Contacts useful for me and stay faithful to Scott's original design would be if my Contacts' posts were cross-referenced with Topics I'm following!
If they haven't posted in any of the topics I'm following, it could just say that then go on to show their other latest posts.
I’m wishing we could opt not to use this "I'm" prefix in this box!
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I sometimes have the same wish about the "I'm" in the "satisfactometer" box. :)
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Inappropriate?Thanks for the input, Rene. I think that this kind of thinking likely blends in to improvements we want to make in the user dashboard area in general. You're right that it would be really cool to link people you're following with topics you're following.
I’m looking forward to being able to focus on these things
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Inappropriate?That's such a cool idea, Rene. I agree that it would be useful and hope we get to focus on that sometime soon.
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