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This is a place for real people to get the most from their products and services, and for companies to get real with their customers. It isn't a collection of generic responses, but rather a community that collaborates on answers, solutions and ideas through conversation.
The community here isn't owned by any one person, company or organization. It is brought to life through the care and feeding of all the participants.
If you need some help getting started, go here. And be sure to go here to check out our community guidelines for some simple ground rules.
For questions, comments, ideas or anything you want to say to or about Satisfaction, please go here.
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Inappropriate?I noticed two twitter users, Kirasw and tadmilbourn work at intuit and want to help people. They have been notified of GSFN's existence.
I’m happy to pressure employees to do something more preductive than lurk twitter, like perhaps lurk Overheard
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Inappropriate?I looked into it further and it appears Kirasw set up this forum for twitter users, because apparently twitter users are some special class of user that deserves more attention because they will complain more publicly? I guess they've fallen victim to Not Under Our Control syndrome (quite similar to Not Invented Here syndrome) so sorry about the false hope that they might join the conversation :-/
I’m sad
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Hey, thanks for trying, Thomas! And you never know, they may yet convert. -
Inappropriate?Hi Thomas and Amy,
Thanks for inviting us to the conversation on Get Satisfaction. Happy to be here.
Just an FYI that we created the Twitter forum on our community site because we thought that 140 characters would not be enough to describe support issues or questions. We are actively answering questions and responding to folks directly in Twitter. Hope that is helpful, Kira2 Comments Add a comment
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Just so you know, I only pretend to be a typical jerk customer because it somehow seems to accelerate company participation. I really think it's some damage control instinct, or the desire to 'correct' falsehoods. Either way, it usually works.
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No problem - happy to get help on the best way to be part of the conversation.
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Thanks - just sent in the request.
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Inappropriate?Kira: One other neat thing. There's a feature here called overheard, which basically lets you filter twitter for keywords (like 'quickbooks' or 'quicken'), and then take the twitter post and turn it into a get satisfaction thread (similar to your forum idea, but better). It will then notify the user who you are replying to that you've replied, and link them to the post.
Anyone can turn a tweet in overheard into a GSFN conversation. You should like it. Yes.
I’m indifferent
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Thanks much, Thomas!
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Inappropriate?Hi Kira,
Welcome! We're excited to see you here. Here's a topic with some more information about the Overheard feature Thomas mentions above. Let me know if you have any questions about this or anything else here on Get Satisfaction.
I’m happy
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Inappropriate?Thanks for the tip on "overheard." I will check it out today and get it up and running. I'm sure we'll have a bunch of questions as we move forward...so much thanks in advance for the help!1 Comment Add a comment
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Yes, Kirasw, call on us for help or support. Thanks for joining us!
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Inappropriate?I'm having a hard time setting up the functionality so that anyone with an Intuit.com email address can be automatically set up as an employee. Not sure if there's a trick to it, but I keep getting "page not found" errors.1 Comment Add a comment
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Hi Kirasw. I just checked and it's already set as the email domain.
But in the hopes of also figuring out why it wasn't working for you, can you tell me what browser you're using? Scott (our lead developer) says he'll look into it.
Also, fyi, users in the system with intuit.com email addresses will not show up as employees until they verify their email address with us by clicking the link in the email they receive from GS. Please let me know if you have any other questions! -
Inappropriate?Sorry to hear that, Kirasw. Let me take a look. -
Inappropriate?You should have been able to do that, but for some reason it may not have been working. I added it, but if you don't see it showing up still, please do let me know!
I’m hoping this helps
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Aha! That's why it was already there when I went to add it. You're too quick, Eric! :)
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Inappropriate?I was using IE 7 when I tried to follow the steps to set up the account. I flip back and forth between that and Firefox. thanks for getting it set up - really appreciate it!
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Inappropriate?Kira: I'm still seeing new tweets on we all hate quickbooks where people are looking for help (in the form of venting, for sure), but I'm not seeing them come here. I'm not an Intuit employee, so it's not my job to direct them to get help, but what is your current plan? Still pointing people at the little twitter forum on your own site? If so, that's fine, I'm just wondering if twitter is still being used to turn an unhappy customer into a happy customer.3 Comments Add a comment
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Hi Thomas, we're responding directly to people's questions in Twitter. For the most part, we're finding that folks want to continue the conversation directly in Twitter, so we're following their lead.
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Hi Thomas, we're responding directly to people's questions in Twitter. For the most part, we're finding that folks want to continue the conversation directly in Twitter, so we're following their lead.
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The neat thing about Overheard is you can do it that way too: I have had several people actually start replying to me with short uninformative posts that don't help me help them at all, because when you do it it tells them your twitter name (IF you set it up in your account page here).
EMPLOYEE
