Luc Levesque's dashboard

A comment on the question "what's your business model?" in Get Satisfaction:

Hi Lane, I read your of-the-moment answer dated January 2008, have you come up with new ideas since then? And what about the idea 5) can you tell us more about it now?? – jacques, on September 02, 2008 09:27

JimmyJamm started following the question "what's your business model?" in Get Satisfaction.

MMK. started following the question "what's your business model?" in Get Satisfaction.

A comment on the question "what's your business model?" in Get Satisfaction:

hi, andre. sorry i missed this the first time around -- i can't say for sure what high volume usage means, but our thinking around the office is that we should charge one price for a 2 person company, and another price for a 20,000 person one, based on activity. API metering will be aimed more towards the 20k company than the 2 person one. what size is your company, and how much use do you think it will get? that might help me answer your question. – Lane Becker, on June 05, 2008 19:54

A comment on the question "what's your business model?" in Get Satisfaction:

I love your 1b idea, it's like, they don't wanna help you so we'll show ads. But as soon as they sign up, ads go away! It also highlights that the company is definitely not present, because would a company really wanna have ads that could potentially feature their competitors? (On that note, ad idea: "Jaiku is not participating officially, but their competitor Twitter cares about their users and does." – Thomas, on May 29, 2008 09:12

andrecharland replied on May 29, 2008 08:44 to the question "what's your business model?" in Get Satisfaction:

Hi Lane,

If we're planning to use the API to integrate with our site would it be possible to get some sense of what the charges may be and what high volume usage means?

A comment on the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

Yes, good point. We do have it as a help topic and I believe we still include it in the help info we give someone who has just claimed their company. However, we don't really do much to expose this feature to companies before they're in our system. – Amy Muller, on May 01, 2008 16:16

Amy Muller replied on May 01, 2008 16:13 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

Another thought about FAQs...

One thing I think that's great about FAQs being in the Get Satisfaction system is that it sort of neutralizes one of the common problems with FAQs. That being that they tend to be very specific and don't allow for the many nuances that can occur with a particular issue. In the form of an open conversation, those nuances can be exposed in the ensuing thread.

Nick replied on May 01, 2008 16:04 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

No problem. I guess my point is that if I had understood that

a) I could seed my company on GS with an official FAQ and
b) the benefits to my company of doing so (more users getting more answers from it)

earlier, I would have been more interested earlier. I'd put this somewhere in your "for companies" page.

Amy Muller replied on May 01, 2008 15:45 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

Nick, your final paragraph expresses exactly why I think it's valuable for company's to add their FAQs to Get Satisfaction.

Thanks so much for the thoughtful feedback.

Nick replied on May 01, 2008 14:55 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

Thanks Erik. My take on "official" FAQs is that users don't read them because they feel that

a) there's a low probability of finding their specific question in the list, and
b) it takes too much work to figure out IF their question is in the list.

I got excited because I think users will be more willing to type a question into an intelligent-looking knowledge base search tool (i.e., that will do some natural language interpretation) that includes official AND community information. Less work to find out if your question is in there, and more chances that it is in there.

From a company perspective, I would see entering (or importing) an official FAQ as being the obvious way to kickstart a community, and vastly increase the chances that, if a user enters a query about my company, they'll get something useful back before others have started contributing.

Eric Suesz replied on May 01, 2008 14:32 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

Well, Nick, thank you. That is great feedback. We have a lot of talk in our office about the efficacy of FAQs (too many of us pining for our old philosophy classes?), so it is extremely valuable to hear that this particular point is a real selling point for you. We have flirted with the idea of a FAQ importer. Maybe we should flirt a little bit more.

Nick replied on May 01, 2008 14:22 to the discussion "Admin How To: Add FAQs to your Satisfaction site" in Get Satisfaction:

I think this is a really important aspect of Get Satisfaction that you should highlight in your marketing. After stumbling onto Get Satisfaction via PBWiki this morning, I was considering leveraging it to augment our customer knowledge base. When I realized (via this post) that it could be a complete knowledge base for both "official" and "unofficial" Q & A's with a powerful search capability layered on top, I was completely sold.

Looking forward to kicking off the ChoiceBot company in GS (assuming someone doesn't do it for me first...)

Kevin Barth replied on March 02, 2008 17:21 to the discussion "Hey everyone, we're testing this out as a possibility for replacing our support forum... let us know what you think" in TravelPod:

It seems to be working well. I've never used your old support forum (never knew it existed, to be perfectly honest), although I did use the support rooms on a couple of occasions. I very much prefer this over the rooms as the information is more permanent and easier to later refer to.

Peldi started following the question "what's your business model?" in Get Satisfaction.

Oneshot 417 replied on January 30, 2008 05:03 to the idea "Widget suggestions" in Get Satisfaction:

oh ok, then out of my league

Cameron Walters replied on January 30, 2008 05:00 to the idea "Widget suggestions" in Get Satisfaction:

Those would work if the href attribute started with "http://" but right now they are broken links to nonexistent pages on our site.

Oneshot 417 replied on January 30, 2008 04:47 to the idea "Widget suggestions" in Get Satisfaction:

example below

google.com in new window/tab

google.com link only

Cameron Walters, an employee of Get Satisfaction, replied on January 02, 2008 19:30 to the question "Anonymous posts?":

Additionally, we will soon support a couple of other methods for porting accounts from your site onto ours (so that they aren't *really* separate) like OAuth and OpenID.

Lane Becker, an employee of Get Satisfaction, replied on January 02, 2008 15:49 to the question "Anonymous posts?":

hi, luc! actually, our signup for already does this -- all it asks for is an email address and a nickname, and then auto-assigns a password. we originally had it ask for only an email address and gave those users a generic "cupcake ###" nickname (which you still see in our system on occasion), but people found that kind of repetitive naming scheme off-putting, so we added the nickname requirement.

also, to make it easier for them, we do the entire sign-up process in-line on a particular topic page, so they don't even have to go to a separate page to get access.