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What do I call my Get Satisfaction site?
So we're rolling out RescueTime tonight (just had 600 beta waiting list signups in 36 hours-- not bad to a niche little product like ours).
We've prominently linked to our GetSatisfaction site within the app... And I struggled a bit with what to call it.
Is it a forum? Is it a customer service site? Is it a ... Well, what is it? What can I call it that will make sense for people... That will make it clear that it's a place for support but (more importantly for us) to discuss what new stuff we could be doing with RescueTime?
We settled on "forum" (which is laden with meaning for most early adoptor types), but it doesn't seem to do it justice.
We've prominently linked to our GetSatisfaction site within the app... And I struggled a bit with what to call it.
Is it a forum? Is it a customer service site? Is it a ... Well, what is it? What can I call it that will make sense for people... That will make it clear that it's a place for support but (more importantly for us) to discuss what new stuff we could be doing with RescueTime?
We settled on "forum" (which is laden with meaning for most early adoptor types), but it doesn't seem to do it justice.
I’m confused
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Inappropriate?We've had the same issues, as it even gets trickier when you deal with this current community: the Satisfaction customer support site on satisfaction (ugh!).
I've mostly been using "Satisfaction site", "Site on satisfaction", or "Customer support site on satisfaction", but I don't think any of them are good enough.
As a brief history note, we original referred to forums as "the f word" when doing initial designs, and even had a couple of meetings where we tried not to use the word forum at all.
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Inappropriate?Congrats on the rollout! That's a great initial list. And thanks for going beta with a fellow beta product. We're excited about the collaboration.
This is an excellent question you ask, and one that I've been wondering myself. There are a number of potential right answers, but the term "forums" has really unfortunate connotations for some people. I for one, avoid descending into forums if I can help it--they feel insular and unhelpful far too often.
Here are a few generic alternatives:
1. Customer service: we obviously use this a lot, because we like the idea of redefining it as a customer-driven concept.
2. Support: This will be the choice of many, but you're right in that it doesn't necessarily convey the active conversations and community that we're about
3. Help: Similar to support
4. Customer community: solves the one problem, but perhaps doesn't imply that it's a source for immediate answers and such
A non-generic option is "customer service community." Down the road it would be great if something like "Satisfaction site" would say it all.
I'm sure our users will ultimately have even better suggestions.
I’m excited
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Inappropriate?hi, tony! the one thing we're in agreement about is that the term "forum" doesn't do satisfaction justice, for sure. i've been dealing with this issue myself because we're working on a widget you can embed on other sites that does the whole question ask/post thing, and have been trying to come up with title text.
What I have right now is "Need help? Try our customer service community," or "Need help? Try our customer service discussion area:" but I'm not too happy about either, to be honest. Suggestions more than welcome.
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Inappropriate?Such a great question, Tony. Thanks for asking it! I think of the four suggestions Thor gives I like #4 best. However, I'd probably want to say something like "Satisfaction, our customer community where you can find answers, ask questions, report problems and take part in conversations about RescueTime". A little wordy, I know. Brevity is a challenge for me.
I’m happy
1 person says
this answers the question
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Inappropriate?Though a tad long, I really like:
Satisfaction Customer Community
or
Customer Satisfaction Community
I’m excited
1 person says
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1 person says
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Inappropriate?We hope to simply use the word 'satisfied?', I think people will get idea that this will be a place to open a conversation or be part of a larger one.
less is more
I’m happy
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Inappropriate?Clever. I like all the ideas. Keep 'em coming.
I’m happy as long as it's not called a forum
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Inappropriate?What about:
Support Group
or
Discussion & Support
1 person says
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Inappropriate?I like "Discussion & Support". "Support Group" makes me think of AA or group therapy, however.
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