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Private Get Satisfaction
Is there any way to make a get satisfaction company private as our customers desire to not share their information or problems with the public at large?
I’m frustrated
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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 is considering this idea.
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Inappropriate?Josef: We're a very public place. Part of our core focus is on transparency and openness. We will probably include a way for companies and customers to share sensitive information like account numbers and e-mail addresses, but we don't have plans for a fully private version of Get Satisfaction. We're unlike traditional forums in this respect, but we think the advantages you get from openness can lead to better and more authentic interactions between customers and the companies that serve them.
I’m hoping this helps
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Inappropriate?Eric: I understand the focus on transparency and openness. However, there is a need to be transparent and open among our customers, but not the public at large. The goal is to protect the sensitive nature of our customer's exchanges with each other while using your very very cool tool :-) -
Inappropriate?That's a good point, Josef, and one we'll certainly take into consideration as we plan and implement our ongoing feature enhancements. We already are considering the needs for passing private information between a customer and a company (e.g. account information), but you're suggesting something else--whole discussions that are only viewable by the company and other customers. We aren't inclined to make whole companies "private," but allowing the author of a topic to share it in a more limited way is worth discussing.
I’m open
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Inappropriate?FWIW, I'm involved with a company which has a similar need. In this case the info is health related - which immediately sets off alarm bells for everyone as you can imagine. The company would like your great support tools, but their customers would prefer to mask the information that they're even involved at the site.
Oh, and the company is still in early alpha stage, so everyone involved is also under NDA.
I guess this isn't the tool for them yet, but maybe later ... -
Inappropriate?@mm2001: I hear you. GetSat is such an intuitively easy to use tool, but declaring "GetSat is only transparent" seems to be eliminating a market entirely - namely any market where security and privacy is concerned. In my case, however, we work with law enforcement. They do not under any circumstances want their private conversations re: our services to be available to the public as it could negatively impact an investigation and endanger lives.
So yes...GetSat - please offer an privately installable product and we will buy :)
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I’m a little tongue in cheek - but sorta serious
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Inappropriate?We hear you! While I don't think we'll do a privately installable product, we are willing to consider private areas. We started with a completely open system, and we're learning that there are a wide variety of uses that may call for access control.
It's not going to be here in the next couple months, but we'll let you know if and when we will support these kinds of needs.
Thanks for the feedback.
I’m thankful
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This reply was removed on 10/04/08.
see the change log -
Inappropriate?Ah, my post was confusing. Let me insert names and try again.
Company H wants support software like GS. Sally belongs to Company H's website and needs support, but doesn't wish anyone to know that she's at Company H at all.
But in the end, this sounds very very similar to Josef's need. Law enforcement and healthcare both have strong needs both for great customer support, but also high privacy within the community.
They could actually consider a hosted solution vs privately installable (one less set of of servers to keep running and no updates to apply!), but the hosting service would likely have to bite off HIPAA compliance at the same time, which can be a pain! (And then there's single signon, etc., etc.!) :-) -
Inappropriate?private option would be great - I mean everything visible to customers of software but not everyone on the internet.
I'm developer of website with limited access (paid service), I would like to use getsatisfaction as support place but e.g. data which is displayed to our customers can't be shared in public... but it is necessary to include data example when writing about bug or feature.
I’m hoping this will be impemented
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Inappropriate?Perhaps it would be an idea to have different types of 'conversations' - you can choose to have a public conversation or a private conversation.
By default - and without choice at the moment - all of the conversations on Get Satisfaction are public. The transparency issue is an important one, so perhaps my proposal would help this:
You can start a private conversation and it can remain private for all time. At a point in the future, you can decide - when a product comes out of private beta, or an NDA is lifted - to make private conversations public.
However, once a conversation is public - either because it was public to start with, or was made public via the process outlined above - it can never be made private again. This would ensure that openness and transparency is maintained.
I’m confident that this would be considered a good option
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This is one of the best points
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Yes, we are indeed looking at options that are similar to this. Smart! -
Inappropriate?I agree with setting discussions or whatever to private... which I see you have elected to do from the user side. However, admin needs to be able to do this too. While our KB etc. will be completely transparent, I know - based on experience with previous sites we have owned and operated - that someone will post in our Get Sat with some sort of billing question and probably include their password etc. So we need to be able to immediately make this discussion private to protect the privacy of that customer.
1 person thinks
this is one of the best points
10 Comments Add a comment
This is one of the best points
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well, we won't have private posting for a while still, but very very soon we'll be offering companies the ability to delete topics and replies, so you'll at least be able to remove that content as soon as it appears.
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Is there a timeline for this release?
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Yes. Look for it in the coming days.
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Can I suggest as opposed to an outright delete, admin also has the ability to turn that discussion private?
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that is the plan, but until we've got private messaging built, with "turn to private" as part of it, delete is the stopgap measure.
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Isn't private messaging handled by 'post it privately'?
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Using the Feedback Widget, yes. On our site, no.
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Nope! "Post it privately" via the Feedback widget actually emails the comment to you instead of posting it into Get Satisfaction. Private messaging will actually create a private company-to-customer topic within Get Satisfaction that a customer can use to communicate with an entire company (which will also become an option in the Feedback widget, instead of emailing.)
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Is there a timeline on the private messaging piece?
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"Soon." Private messaging is a priority for us, but I can't give you an exact timeline yet. I can tell you that if we don't have it by the end of the year I'll be pretty disappointed, though. :)
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Inappropriate?I would ask for a similar feature as I work in a department that builds web-sites for external use based mostly on internal feedback from other depts.
I’m unsure
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