Loading Profile...
EMPLOYEE
Offer private messaging capabilities
Add a private messaging feature so that people can communicate with companies with personal information.
I’m happy
116
people like this idea
I like this idea!
Tell me when this idea gets some attention.
The more people who like this idea, the more it gets noticed.
The more people who like this idea, the more it gets noticed.
The company has this under consideration.
The best point from the company
-
So far, instead of a single "private messaging" feature, we've expanded the number of ways that organizations can connect directly with users. We link with Zendesk, Salesforce and Parature to allow organizations to move conversations from the public topics to one-on-one interaction. In our Integrate Plan we provide organizations with easy access to the email addresses and Facebook IDs of users who have opted to share personal details. This allows them to provide direct support quickly and easily.
The company thinks
this is one of the best points
The best points from everyone
-
Integrations are certainly cool, but they're a bit overkill for us. Here's a workflow that's coming up over and over:
1) Someone asks a question or reports an issue.
2) We ask them to provide us with some data, perhaps downloadable from their ftp server.
3) Public discussion continues.
What generally ends up happening is that we move to private email for step 2, and then struggle to move the conversation back from private email to the public forum for step 3. It's always a struggle to push our users to switch contexts, and in the workflow above, they have to switch twice.
We'd love a feature that would allow a message to be sent that's only visible to employees, just so a link to someone's private ftp server isn't visible to the world.
4 people think
this is one of the best points
-
How do you safely communicate private information between users with Get Satisfaction? Sometimes, for example, we need to log in to a user's wiki, and therefore we need to exchange email addresses or passwords. Lacking the "private messaging" feature used by traditional forums (or the ability to display a registered user's email address only to other registered users), we are forced to publish details in threads where anyone can see them. I know of at least one instance where PBwiki staff had to contact GS staff and have them remove private information from a post by a hapless user, who was not given any other option to communicate that information. I just created a throwaway email address for a post yesterday, and I have already gotten my first piece of spam at that email (which didn't exist before, so obviously spiders are crawling your site looking for this kind of information).
There are also times when I would have preferred to inform someone of a mistake privately, and let them sort it out and save face, rather than post openly about it.
How does Get Satisfaction recommend that we handle this problem? Are there any plans for facilitating private communications between users?
This reply was created from a merged topic originally titled
How do we communicate critical private information using Get Satisfaction?.
I’m all for transparency, until it comes to my passwords
3 people think
this is one of the best points
-
Inappropriate?Funny you should mention this, Thor. ;) Private messaging is on our short list. Really, truly. (Keeping in mind that we're small and scrappy so time is somewhat relative -- however we are moving as fast as possible)
I’m excited
1 person thinks
this is one of the best points
7 Comments Add a comment
This is one of the best points
-
Any updates on this guys? We're keenly awaiting private messaging to help us request personal information like usernames and logs. -
I'm going to reframe this a bit: Our new single sign-on feature allows companies to pass-through personal information like this. Before we do private messaging we're looking at allowing these "private fields" to be prompts on the interface that ask users to enter that info when they submit a new topic. So perhaps that will solve your short term need?
We will be releasing a public roadmap shortly that will set clearer expectations about the short-term releases. -
Where can this public roadmap be found?
-
Ah, the best laid plans....
Honestly, we're trying to get better about public declarations of things "coming soon".
This is still really important to us and we desperately want to publish a roadmap but we're still waiting for said roadmap to settle down a bit more. So much to do, so little time! -
Amy, I believe that you and your colleagues are doing a great job.
If you get that "coming soon"-bit done, it may be even better. Less confusion out here.
Or you say, hey, for us, at getsatisfaction, "soon" means something like a year or so...hmm...just kidding. ;-) -
Thanks, MMeester. :)
-
Privacy when needed should be top Priority. Also direct contact with Customer Service and Tech problems is fair dealing overall, especially with internet.
Thank you for your time -
Inappropriate?@amy small companies move much faster than big ones on the things that matter. cause we just have to prioritize much better1 Comment Add a comment
This is one of the best points
-
Good point, mingyeow! Most BIG companies move painfully slow. I guess there's a sweet spot in there somewhere where you have little bureaucratic overhead to deal with but enough design & development power to realize your vision.
-
Inappropriate?Over the last couple of weeks I have received three e-mails from customers that are "Private Messages". I have then come to the Get Satisfaction site and found NO record of these messages, and no way to reply to these people.
It seems that if you are going to provide a facility to SEND the Private Messages, then I ought to be able to see a record of them ... and reply ... all within Get Satisfaction.
If there is a way to see this, and reply, then it ought to be more visible ... because I can't find it ...
And that leads to the real question ... are these even real messages? Or is someone just forging your e-mail address and doing Phishing attacks?
This reply was created from a merged topic originally titled
How do I reply to a customer private message through your system?.
I’m confused
-
Inappropriate?It would be great if you could create a private thread between just you and the company. There's some issues that you can't really talk about publicly, such as account related requests that require you to share your a/c details.
If you could create a private support thread that only you and the company can see, that would work well. Traditionally, you might email the company instead — but why not use GS as a one-stop location for company support?
Interested to hear your thoughts. Thanks!
This reply was created from a merged topic originally titled
It would be great if you could create a private thread between just you and the company..
I’m confident
-
Inappropriate?Is there a private messaging system or any other way for a company to directly communicate to a customer, i.e. to give a personalized license key?
This reply was created from a merged topic originally titled
Are there direct communication capabilities on GS?.
I’m hopeful
-
Inappropriate?First I would like to say I am very satisfied with Get Satisfaction. However, I was wondering if there is a feature so you can directly chat with a company's representative or employee? I don't know if this is available and I can't find it or if this feature has not yet been implemented. If this feature does not exist, I think it would take Get Satisfaction to the next level.
This reply was created from a merged topic originally titled
Can you chat with a company's representative?.
I’m happy to have the opportunity to ask these questions.
-
Inappropriate?How do you safely communicate private information between users with Get Satisfaction? Sometimes, for example, we need to log in to a user's wiki, and therefore we need to exchange email addresses or passwords. Lacking the "private messaging" feature used by traditional forums (or the ability to display a registered user's email address only to other registered users), we are forced to publish details in threads where anyone can see them. I know of at least one instance where PBwiki staff had to contact GS staff and have them remove private information from a post by a hapless user, who was not given any other option to communicate that information. I just created a throwaway email address for a post yesterday, and I have already gotten my first piece of spam at that email (which didn't exist before, so obviously spiders are crawling your site looking for this kind of information).
There are also times when I would have preferred to inform someone of a mistake privately, and let them sort it out and save face, rather than post openly about it.
How does Get Satisfaction recommend that we handle this problem? Are there any plans for facilitating private communications between users?
This reply was created from a merged topic originally titled
How do we communicate critical private information using Get Satisfaction?.
I’m all for transparency, until it comes to my passwords
3 people think
this is one of the best points
-
Inappropriate?Hey everyone, I'm just a user on one of the forums provided here (ngmoco to be exact), and have been looking for the place to share my two cents on this.
If any of you have visited the ngmoco area of this site, you would know that not only is it serving as a support forum for users to share their complaints, criticism and ideas, but it has also become the place for ngmoco customers to communicate with one another on a variety of levels. An example of this would be the currently ongoing Eliminate Pro tournament being organized by users in the ngmoco community discussion area.
Link: http://getsatisfaction.com/ngmoco/top...
Being unable to directly contact members of these forums, (whether it's employee to employee, customer to customer, employee to customer, or vice versa), is not only a crippling limitation on the ability to communicate within the forum, as there is currently no conceivable means of contacting an individual directly other than posting a topic with the member's name in the title, but it also floods the forum as well as individual topics with erroneous topics and posts started in attempt of directly contacting a member.
You will note that upon visiting the aforementioned topic, the forum has limited the feedback to only the 15 most recent posts, all because the topic's comment area was filled up with users attempting to contact one another. On top of this, there is no way to view the rest of the posts that are hidden (that I am currently aware of).
Get Satisfaction, as I stated above it is my opinion that the implementation of a private messaging system would not only be advantageous to the users of this site, but it would also reduce the amount of erroneous information shared through public channels, cleaning up the public domain and reducing the amount of useless data from topics that just sit somewhere at the end of the list and take up your space.
Seeing as how this idea was posted a year ago it leads one to believe that there is little being done to work toward such a system, and it would be reassuring to know what is being done at the present time.
1 person thinks
this is one of the best points
1 Comment Add a comment
This is one of the best points
-
Great post, you're spot on there. I am reluctant to pay for the premium service because the lack-of this feature. We are more-often than not having to be dealing with usernames and passwords which are obviously sensitive.
-
Inappropriate?We would love to see a threaded ticketing feature with private messages.
1 person thinks
this is one of the best points
1 Comment Add a comment
This is one of the best points
-
Ted, have you seen the Get Satisfaction + Zendesk integration? it connects your Get Satisfaction community to Zendesk's trouble ticketing and internal workflow setup. We use it here ourselves! Recent overview webcast here: http://bit.ly/9Ax0Us
-
Inappropriate?Lane, thanks for pointing out the Zendesk integration, but this is a poor substitute. It may fit for a smaller company that can easily change process or has no sunk costs in existing infrastructure, but my company already has an extensive customer support organization with a ticketing system that has been built to serve our particular business. We have no plans to move to Zendesk and for that to be the only way I can contact a customer within the forums for their private information is a non-starter.
I've also been told that a user can message me privately via your feedback widget, but there are several limitations here: 1) This places the onus on the user to reach out to me, and the user has to elect to share their email address. 2) Unless I post my personal email address, I cannot take the initiative to reach out to a user and ask them for info to track down their issue. 3) I need to place your widget on my site, which I won't do until I can privately reach out to forum users myself.
I've subscribed to your low level management plan so I can organize and moderate the forums that have grown organically around our products, but until there is a way for me to ask a user directly and privately for their home address, account number, etc., my company and our other products will not be moving up to the integrate or customize plans.
Regards,
Stephen4 Comments Add a comment
This is one of the best points
-
good to know, stephen! we'll keep you apprised of the roadmap for the feature as we figure it out.
-
Thanks Lane. Being a product manager myself, I'm more than happy to talk with a GetSatisfaction product person to help you understand what I'm looking for as a customer.
-
Good idea! You should direct message him your contact info. ;) Just kidding!
-
;)
-
Inappropriate?I have to say it is disappointing, and almost amusing, that real customers are here on a "real customer feedback service" providing real feedback that this is a severe limitation of the service ... and yet no one seems to acknowledge that.
I am still getting private messages from people from time to time, and it blows my mind that I have no way to track these, an to reply privately to these people.
It is a very frustrating limitation, and other people have come here to share that same issue ...
Please do something about this ... it would make the platform a lot more useful.
I’m frustrated
-
Inappropriate?Looking forward to this finally happening, I think the number of people requesting it should get it live pretty soon, we hope.... Lane don't lets us down ;0)
I’m waiting
-
Inappropriate?I gotta say, I hope your right. Before I posted earlier to bump the topic there hadn't been any activity on this topic for months, even though it was still listed as "planned". The topic itself is a year old, so it makes you wonder exactly how long they've had this listed as something they were supposedly working on...
-
Inappropriate?Can anyone from Get Satisfaction give us an update on this? It seems to have been "in progress" for quite some time...
-
Inappropriate?So far, instead of a single "private messaging" feature, we've expanded the number of ways that organizations can connect directly with users. We link with Zendesk, Salesforce and Parature to allow organizations to move conversations from the public topics to one-on-one interaction. In our Integrate Plan we provide organizations with easy access to the email addresses and Facebook IDs of users who have opted to share personal details. This allows them to provide direct support quickly and easily.
The company thinks
this is one of the best points
-
Inappropriate?Integrations are certainly cool, but they're a bit overkill for us. Here's a workflow that's coming up over and over:
1) Someone asks a question or reports an issue.
2) We ask them to provide us with some data, perhaps downloadable from their ftp server.
3) Public discussion continues.
What generally ends up happening is that we move to private email for step 2, and then struggle to move the conversation back from private email to the public forum for step 3. It's always a struggle to push our users to switch contexts, and in the workflow above, they have to switch twice.
We'd love a feature that would allow a message to be sent that's only visible to employees, just so a link to someone's private ftp server isn't visible to the world.
4 people think
this is one of the best points
-
Inappropriate?Privacy when needed should be top Priority. Also direct contact with Customer Service and Tech problems is fair dealing overall, especially with internet.
Thank you for your time -
Inappropriate?I concur with this being a very desirable feature. Integration is a bit much for us at this point as well. As a company that makes cell phones apps, requesting their cellular number often becomes part of the troubleshooting process which means we switch to email.
1 person thinks
this is one of the best points
-
Inappropriate?I was thinking that maybe giving the ability to send messages back and forth between members, onsite, might be something useful that could be implemented.
This reply was created from a merged topic originally titled
Messaging.
I’m hopeful
EMPLOYEE
