Recently active discussions in Get Satisfaction tagged with about satisfaction

I have some business type questions about Satisfaction, who's the best person to talk to?

Funny, the most challenging thing I've found so far with Get Satisfaction is finding a clear place to say how satisfied I am with the service. It's not really an idea, question, problem or discussion; just a comment. But that's OK! :)

I confess. I'm in love with your service, which frankly is requiring some bit of therapy because you're not really supposed to love CSM/community mgmt/help services, right? It's readily apparent the thought that's gone into the product, the interface, the use cases, the overall goal, etc. Just beautiful, and I've told many of my product colleagues about it already. Sure you've got a few tweaks left in the bucket, but who doesn't. The vision and path are both there.

With specific regard to design, I'm generally not a fan of Web 2.0 interfaces because they're so overused and gratuitous, but you folks have really put the function into the form. Nicely done, and a great model for other folks.

We're going to give GS a run as a core community/customer support service for my company here, and we'll keep you posted as to how it goes. We're going to try and integrate it with things like our blog, our help wiki, etc. Would love to see how your roadmap lines up...we have ambitious goals for growth, and I'd love to keep GS a core part of our outreach with that growth.

My only complaint is where were you when I needed you at my last few startups? :)

Keep up the good work!

We are experiencing some slow-downs today. We're working to unplug some bottlenecks and deal with a big spike in traffic, and I wanted to let everyone know that if you experience problems with our site that we're working on these details -- and that we'll keep you updated about any specific problems we discover.

Thanks for your patience!

As the co-founder and chief community officer of a fast growing startup it's hard to take even a few hours off.... However, I don't have much choice as I'm due to launch my latest project any day now -- a baby girl. My official maternity leave will be rather brief -- it's difficult to truly check out for long, especially when I love my job so much (don't fear, Mommy-police, I'll be working while taking care of my baby) -- but while I am gone, I leave the Satisfaction community in the very capable hands of our new Community Manager, Eric Suesz, who comes from the world of publishing, most recently as an editor at Macworld magazine. Eric has already proven to be a valuable resource on getsatisfaction.com. And of course, the whole Satisfaction team will continue to support the community with their insights and knowledge of our own product as well as the products and services everyone loves discussing.

And I'm sure that even while I'm officially out I'll be popping in from time to time. Some addictions are hard to overcome.

O'Reilly Radar: Satisfaction: crowdsource customer service
by Tim O'Reilly
September 13, 2007

"Bryce Roberts, one of the managing partners of O'Reilly AlphaTech Ventures (OATV), sent in the news that yesterday, Satisfaction announced their seed round of funding, which included OATV, along with First Round Capital and various angels including Jeff Clavier and Adaptive Path.

Satisfaction (getsatisfaction.com) has developed a brilliant new approach to crowdsourcing customer service. (more)"

VentureBeat: Satisfaction, the Web 2.0 customer service site, raises $1.3M
by Matt Marshall
September 12, 2007

"Satisfaction, a San Francisco company that aims to improve online customer service by letting the customers effectively take over the process, has raised $1.3 million seed funding.

VentureBeat reviewed the company two months ago. Satisfaction creates customer support pages for companies and their products. But it goes beyond the standard customer support pages. It gives companies a way to provide answers — but also lets customers answer the questions. The more popular answers get voted to the top of the pile. If a newcomer asks a question that is similar to one already asked, Satisfaction gives the answers already provided. (more)"

TechCrunch: Satisfaction Gets $1.3 Million To Crowdsource Your Help Desk
by Nick Gonzalez
September 12, 2007

"Customers are a hidden source of product specialists that corporations have been slow to tap. They usually become very knowledgeable about products they love and can often solve problems an understaffed support department doesn’t have the resources or will to solve (e.g. how to unlock an iPhone). It’s no wonder crowdsourcing your customers has become a popular and lucrative business... (more)".

BusinessWeek: Crowdsourcing Customer Service
by Kerry Miller
September 10, 2007

"Get Satisfaction's site lets users interact with—and help—multiple companies... (more)"

I've been working closely with Scott and Ted, writing the code that makes Satisfaction hum since the very beginning.

It's been a fun ride so far and I think it's just going to get better. I really believe in our product and what we're trying to do by bringing customer service out into the open, helping companies be transparent for their customers, and most of all creating a central place to go with a customer service issue.

If you notice bugs, have ideas for how we can improve our service or our website, or you're just friendly and like to chat (about anything, not just geeky stuff), please drop me a line at cameron [at] getsatisfaction [dot] com.

As to what "President" usually means, well, your guess is as good as mine, but here at Satisfaction I'm the person in charge of product design and development, and I also do a lot of our business development and marketing work. I'm also the best @ hand-waving (although Thor certainly gives me a run for my money on that one.)

Previously, I was one of the co-founders of Adaptive Path, a user experience strategy, research, and design consultancy, known for, among other things, coining the technology terms "blog" and "ajax." I wore a bunch of hats there, too -- I ran the consulting business and was involved in the early stages of Measure Map, a web application headed up by my good friend and business partner Jeff Veen that was sold to Google in 2006.

So, as you can see, I like making stuff. To that end, I'm very interested to hear what you think about Satisfaction! We have big plans, of course, and so much more we want to do and build, but the more input we get from the people who use and love (or use and hate) the service, the better we'll be at delivering the application that you want.

It's all about the good customer service, after all. Looking forward to hearing from you here on Satisfaction!

So, I'm supposed to introduce myself; I'm Scott Fleckenstein. I've helped write nearly every line of code for Satisfaction, along with my partners-in-crime Cam and Ted. When I'm not writing code for SFN I'm... who am I kidding, all I do is write code for SFN.

It seems like my coworkers are all talking about what they've done in their professional histories, I'm going to switch it up and talk about what I want to do in the future. I would like to make a bigger contribution to the open source effort. I'd like to create a game. I'd like to make Satisfaction into something I can't live without.

If you're having any problems viewing or navigating the site don't hesitate to report it here in satisfaction or email Ted directly at ted [at] getsatisfaction [dot] com. He enjoys that kind of thing.

Satisfaction is going to be the Apple-packaging of customer service and call-centers will be the equivalent of the plain brown box. Oh, and cupcakes are the new keychain.

Designing for you is my job. I use my background in game theory to figure out how to route you to your own little (or huge) slice of Satisfaction. I want to know all about you, your job, your needs, your meaning of life even. If you barely think about the site then the Satisfaction team has done it's job. If not, then I've not thought enough about you.

I look forward to hearing from you here on Satisfaction, here at Leslie [at] getsatsifaction [dot] com, or directly at 617.406.9133.

San Jose Mercury News: Few places schmooze with the intensity of Silicon Valley.
by Scott Duke Harris
July 21. 2007

" One business called Satisfaction is launching a Web-based service (www.getsatisfaction.com) that aims to improve customer service by putting the customers in charge: A question about your iPhone might get a quicker answer from iPhone users than from Apple.... (more)"

Laughing Squid: People-Powered Customer Service Via Satisfaction
by Scott Beale
July 19, 2007

"Satisfaction is a new web startup in beta that provides people with another outlet for customer service with companies and organizations, and their products and services. People can create company profiles and the companies, if they so choose, can get involved in their community’s discussion. Also, it’s not just about getting customer service, people can give it as well. They can ask a question or help to answer one.

Not all of the companies listed on Satisfaction are the traditional companies you would expect to see. For instance, they have a profile for Burning Man. Annoyed with ePlaya and Tribe.net? Try out Satisfaction for all of your burning questions.... (more)"

Hello there. You may remember me from such companies as Rubyred Labs, and if you're really good Digital Wave Technologies.

I'm very excited to be working on this product. I think we all need to get a little more satisfaction in our lives.

I hope to your experience here is fun and explorative. If you're having any problems viewing or navigating the site don't hesitate to report it here in satisfaction or email me directly at ted [at] getsatisfaction [dot] com

VentureBeat: Satisfaction, putting consumers in charge of customer service
by Matt Marshall
July 23, 2007

"Satisfaction is a new San Francisco company that aims to improve online customer service by letting the customers effectively take over the process.

That’s a controversial mission, given that many companies struggle to handle even simple questions.... (more)"

Webware: Satisfaction is Smart Crowd-Sourced Support
by Rafe Needleman
July 19, 2007

"The team from Satisfaction had a demo table at the Stirr event last night. They were showing off their new system for 'people-powered customer service.'

I'm all over this one. Because most product support and service just stinks.... (more)"

GigaOm: Putting the Satisfaction Back in Customer Service
by Liz Gannes
July 19, 2007

"Satisfaction, a small San Francisco-based startup run by former user experience consultants, is hoping to improve the abominable state of customer support forums and help lines. The company is starting to play around publicly with its 'people-powered customer service' site, so you can get a taste for yourself of what it will look like.... (more)"

I'm one of the co-founders of Satisfaction Unlimited. In my role overseeing the Satisfaction community I'm here to help you. You'll see me popping up here and there across all of Satisfaction and I'll always be here in Satisfaction's own site to guide you along the way. So please say hello and let me know if you have any questions.

And now for the official yada, yada, yada:
I bring over a decade of project management, front-end development, and entrepreneurial experience to Satisfaction. I co-founded Rubyred Labs with partners Thor Muller and Jonathan Grubb where I served as Lead Project Manager and Director of Operations. A Web application consultancy, Rubyred worked with several start-ups like Activeweave (Stickis), KDA (Revelation) and Dialed In, as well as more established brands like Yahoo! and Heavy.com. Before founding my freelance consultancy, Muller Consulting, I worked at Brightwire and throughout the '90s at Prophet Communications and Frog Design. As Site Producer for the first incarnation of Violet, an early e-commerce company, I managed Web design and production efforts. (You can see the fabulous, newly re-launched Violet here!) During it's brief lifetime I also managed the vibrant and passionate Valleyschwag community.

I'm thrilled to have this tool which will make community management and participation easy and fun.

LunchMeet: "Customers Demand Satisfaction"
by Eddie Codel
June 27, 2007

"Satisfaction is people powered customer service. For smart companies, their passionate customers support each other in ways that companies alone can't provide. Satisfaction is a San Francisco-based startup that facilitates this relationship, putting passionate users of products and services in the driver's seat of customer service.... (more)"