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How is Twitter using Get Satisfaction now that it's adopted ZenDesk?
Hi Get Satisfaction,
I don't like ZenDesk, and it seems that a lot of companies are jumping on their bandwagon. Anyways, a Twitter employee posted here that they have "moved" to ZenDesk, implying they are no longer here to answer our requests. I have complained to them via ZenDesk that I would prefer to interact with them here, where we users can help each other as well as them helping us.
Perhaps you should remove from the Twitter page that employees are here and ready to listen, if in fact they are not? Can you contact them and confirm whether they will still visit this site?
I don't like ZenDesk, and it seems that a lot of companies are jumping on their bandwagon. Anyways, a Twitter employee posted here that they have "moved" to ZenDesk, implying they are no longer here to answer our requests. I have complained to them via ZenDesk that I would prefer to interact with them here, where we users can help each other as well as them helping us.
Perhaps you should remove from the Twitter page that employees are here and ready to listen, if in fact they are not? Can you contact them and confirm whether they will still visit this site?
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Thanks for your support, Kat. This is definitely something we're working on. First, Twitter always used a trouble ticket support system (initially HelpSpot) in addition to providing Get Satisfaction for its user community. They changed to Zendesk from Helpspot, and are now fronting that as a primary support channel so that they can provide one-on-one support effectively. Get Satisfaction is now working with Zendesk to connect our support community with their ticketing system, which will help companies like Twitter get the benefits of both. We think it's a great combination.
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Inappropriate?Thanks for your support, Kat. This is definitely something we're working on. First, Twitter always used a trouble ticket support system (initially HelpSpot) in addition to providing Get Satisfaction for its user community. They changed to Zendesk from Helpspot, and are now fronting that as a primary support channel so that they can provide one-on-one support effectively. Get Satisfaction is now working with Zendesk to connect our support community with their ticketing system, which will help companies like Twitter get the benefits of both. We think it's a great combination.
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Just for my interest ... why did you switch from HelpSpot to Zendesk? -
Hi, Frederik. Twitter used HelpSpot before Zendesk. We are Get Satisfaction, not Twitter.
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good point :-)
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