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I don't want to make my customers create a new account
Can I create a support site with Get Satisfaction that doesn't require users to create an account to ask questions?
8
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
The company has acknowledged this problem.
The best solution from the company
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We take this very seriously, and have continued to provide more and more options to avoid the experience you describe. A few months back we rolled out an option for companies to provide a single sign-in, so that their logged in users don't have to register. Soon we are rolling out a major change that will allow people to login with their existing accounts on services like Facebook, Google, Twitter, etc.
I hope this makes things a lot less frustrating for you.
The company and 1 other person say
this solves the problem
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Inappropriate?We ask for an email address so that the person who is seeking help can be notified when there is a response.
We do offer a Single Sign-On option as part of our Premium package that can tie accounts from another system to our system. Is something like that what you are seeking? -
Inappropriate?Sure, ask for an email address. But forcing users to create a login account is an instant turn-off. Any chance of not requiring an account in future? -
Inappropriate?We ask for an email address and a password. I guess that's the extent of creating an account in our system. Sorry if this won't work for you. I'm not sure I understand completely: Do you want anonymous people to give you just feedback, or do you want your regular customers to get customer service help with responses? Or, something else?
Do you want me to set you up with someone here who maybe can explain how our single sign-on would work for your company? I don't see you listed as an employee of a company yet, but point me in the right direction and I'll do my best.
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This solves the problem
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I'd personally prefer it if anonymous people could give feedback. Why make them jump through hoops, even brief and common ones, when they're being generous with their time?
I'm planning to explore the SSO option too, but would prefer it if it wasn't necessary or if there was an option for people simply to provide their contact information at their discretion. We'd like to hear from people who _aren't_ members of our organization too -- perhaps they'd like to tell us why they aren't a member. -
Inappropriate?Also, MMM, you can find out more about Single Sign On here.
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Inappropriate?How about using RPX? I think having that would help a lot of people because who wouldn't feel safe logging in into a familiar service. But then again I think it would be awkward. . .
I’m silly
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This solves the problem
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Good idea! We will be rolling out RPX-based support for all the major identity providers in the very near future.
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Inappropriate?Please reconsider your response to this.
I can confirm that this IS an issue as a user. I've tried to give constructive feedback on several sites which feature your widget but have always given up when I remember that you have to create an account.
It's incredibly frustrating that you are are mislead to believe that you can post without an account and are only asked to create one after you've typed your comment and clicked 'Post reply'.
People are spending their own precious time giving you feedback, they should be treated with more gratitude than this.
It's hilariously ironic that Get Satisfaction are all about usability and taking on user feedback yet don't seem to have given this any thought even after it's been pointed out by their users
I’m abused, disappointed, angry
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Inappropriate?We take this very seriously, and have continued to provide more and more options to avoid the experience you describe. A few months back we rolled out an option for companies to provide a single sign-in, so that their logged in users don't have to register. Soon we are rolling out a major change that will allow people to login with their existing accounts on services like Facebook, Google, Twitter, etc.
I hope this makes things a lot less frustrating for you.
The company and 1 other person say
this solves the problem
1 Comment Add a comment
This solves the problem
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Thor, it feels to me like you're responding to a completely different question. The problem wasn't "I would like more choices to log in," it was "I would like to provide the option of leaving feedback without having to register anywhere."
Let me rephrase it in terms an agile software team should find familiar:
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As an opinionated person who does not have a login at Company X
I would like to leave feedback without clicking through more than one form
So that I can get on with my day
As a company admin at Company X
I would like to offer customers the option of anonymous feedback
So that I don't lose _any_ feedback due to barriers to entry
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I don't believe you've solved the problem. And to me this is important. -
Inappropriate?If you're asking for the ability to leave anonymous feedback, this is something we have and will continue to consider. Removing barriers to participation is a significant priority for us. On the other hand, promoting ongoing engagement and accountability is also a priority, and anonymity is well known to be problematic in vibrant communities.
Our platform is a complex system so this not a trivial addition, and if we do this it may have to be connected to a bigger initiative that allows an organization to effectively moderate anonymous input.
Bottom line is that feedback connected to identity will always be of higher quality.2 Comments Add a comment
This solves the problem
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A vibrant community is not my first priority for this service. I'd rather have that focus on my own site. My priority is being able to help people quickly and gather information that will enable me to improve what I'm delivering.
If a community happens, that's a nice side effect. If members of my organization or other interested parties keep coming back to our GetSatisfaction site on a regular basis, fabulous. But if they don't wish to, if they just want to complete a task and leave, I want them to be able to. I agree with you about "feedback connected to identity," but for those who don't wish to invest to that degree, I'd rather have lower-quality feedback than none at all.
Do you believe I have the wrong priorities, Thor? Have I chosen the wrong service for my needs? -
It sounds like you know exactly what you want, and I support that. As a business and platform, we have to balance several priorities, but that doesn't mean you need to share all those exact priorities to get tremendous value from our service.
I respect that some people have strong opinions on the subject of anonymous input. Currently, we are not the best solution if that's a requirement. Still, we're focused now on minimizing hurdles to participation when users touch our site for the first time.
Thanks for all the specific feedback on the subject. We are certainly listening closely. -
Inappropriate?Thor, thanks for taking the time to respond to my comments.To elaborate:
- If I see a form which doesn't mention having to sign-in, I assume I won't have to. It's very frustrating when I then write a detailed comment, click 'Post reply' and only THEN does it ask me to register.
- I like to keep a close eye on who has my information so don't like signing up for sites which I don't think I'll use frequently.
- I don't use FB, twitter, etc for SSO. I have several good reasons for this.
- I still consider my feedback to be of reasonable quality.
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This solves the problem
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Point taken on the back-loaded login form. This is something we will message more clearly in our upcoming identity release.
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Inappropriate?Can't you tell your members to 'sign up for a support account' kind of deal. Many many companies do that, were they have members sign up for support forums, or a separate support site.
Also just another suggestion with signing up/posting to Get Satisfaction How about a Disqus type of posting were they remember who we are just by entering our emails, with Gravatar support and even in the commenting process you can use popular services like Twitter (Hopefully you can add more choices) to 'log in' and yet we never have to enter a password or create a new account. Of course there is an option to create an account, maybe if cookies recognize someone using your services more then a certain ammount of times you can offer them a registration form to this site.
As always just a suggestion.
I’m super duper happy
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Inappropriate?Although I understand the logic behind asking for an email I think the company should decide if they allow anon posting or not. We are rolling out a beta and most of the complaints have been about the usability of the Feedback tool. They all tend to think that it's our company login box and are confused by the GS login (they keep entering our sites login info). Sure we can pay for Single sign on but that seems like a little bit of blackmail to me if all I want is anon feedback.
I think the form post could ask for a email address if the user wanted to be notified of replies. You could send an activation email so that user's wouldn't submit someone else's email address.
The form at least needs to be more clear that Get Satisfaction has it's own account system from the site that the user is on. Because you don't allow anon posting you should force the user to create the account before making them waste their time with the feedback form.
I'm considering moving to UserVoice because of this issue.
Here is some feedback that was emailed to be because my user (a software engineer) couldn't figure out the feedback form:
The last was that I couldn’t post my feedback. I was logged in as a user and after posting the feedback form it asked me who I was and it wanted me to login again. I tried entering my username and password and it failed. I am, not sure what was going on but it was a bit confusing.
I’m sad
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This solves the problem
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I fully agree. And I'm honestly getting a little irritated by the official answers here: "Look how many more ways users have to sign in!"
That was never the issue. I think GS's failure to get the point hints at a fundamental philosophical difference. Get Satisfaction, themselves, are not that customer-focused, because they aren't hearing us and they're giving us stock answers.
This is my problem: I want to hear _every_ opinion from _everyone_ who wants to leave one for my organization, and I want to present them with zero obstacles.
I get the sense that Get Satisfaction only wants me to hear opinions from people they can track and whose visits they can try to make "sticky." That is a goal orthogonal to mine or my respondents'. I don't care if they succeed or fail at it, except that they're doing it in a way that impedes my goal.
Thanks for the pointer to UserVoice, Roberto. Given my very brief experience there on open source projects, I thought they were for a different use case than this; but given my dissatisfaction with Get Satisfaction, I'll be giving them a closer look. -
Inappropriate?Hi Roberto,
Thanks for the feedback. We recently (i.e. last week) made a change to the login flow to allow more options for logging on (Facebook Connect, etc) and it sounds like we have added some confusion. We are working on re-establishing the simplicity that we had before the recent change.
On a separate note, we are looking at ways to allow for anonymous feedback. -
Inappropriate?The main problem seems to be confusion of a registered user on my site and the open feedback form (which leads the user to believe that they can submit an issue with the sites credentials). The user didn't get that it was going to a different site needing separate credentials. They didn't think to create a new account because they had just created one on our site.
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Inappropriate?To be clear: we do agree that there are good reasons to offer login-free feedback options. We just haven't done them yet because our roots are in providing community support, not just one-way feedback. For instance, if a person asks a question we wanted to be sure we could let them know when there was an answer. And once we started sending emails we had to provide a secure way to let users change their notification options. Thus the current system which indeed has been focused on making it painless to participate fully.
Now clearly the use case of catching any and all feedback without regard for ongoing engagement or closing the loop does not require all that. We plan on offering more options here, but the fact that we don't yet doesn't reflect a lack of concern over user experience. We obsess over it. -
Inappropriate?You should take a look a User Voice (it's similar to your private complaint). User enters email and issue. System sends user and email so that they can activate their account (if they want) and they get emails on the issue that you created.
As a bonus you can reply to the emails they send and it's added to the issue even as an (email only) user. -
Inappropriate?More options to login is not an acceptable alternative to no login required.
If it was OpenID or it's competitors would be more successful and bugmenot would be less popular.
Not everyone cares about getting a notification email so anonymous feedback should be allowed.
I’m frustrated
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