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Company Reps: Gauge the mood in a glance Last reply on June 25, 2008 23:33.
You can now gauge the mood of the room (topic) in a glance with our nifty "Satisfactometer" graph on the side of the page:
If you see a tall bar under the frowny face you know you've got some damage control to do. What an exciting opportunity to turn it into a win by blowing your customers away with an honest, authentic response!
Amy Muller shared this idea
on April 17, 2008 05:53.
Beth
joined Amy Muller and 2 other people who like this idea.
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Official Reps: Mark your reply as an Official Response if you want it to stick to the top of the conversation Last reply on April 16, 2008 00:48.
Clicking "Official Response" will designate your answer as the official word from your company or organization by attaching a nifty Official Response banner to your reply. It also keeps it sticky at the top of the page! Just be sure you don't use it on every reply or it may lose it's impact.
If an old topic has a new response, you can uncheck the old official response and mark the new one as "Official Response". You can also begin your response with the word "Update" or the like to indicate that it's new information.
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Customizing & using Overheard Last reply on May 28, 2008 21:20.
If you've got Admin status for your company on Get Satisfaction you can customize your Overheard feature. Click on the "Admin" link in the top bar and scroll to the bottom of the "Company Details" page where you'll see this:
Add the keywords you want to track and exclude the ones you don't want. For instance, if you're Apple you can track "ipod, macbook, iphone" etc. and exclude "tree, pie, tart" etc. [Update: Be sure to test your settings first to make sure you're happy with the results. This allows you to fine tune your stream before turning it on.]
Once you've got your Overheard feature set up the way you want it, go check out what's being said about your company and/or products and services on the Overheard page. You'll find the tab for that on your Get Satisfaction company home page. Click the "Reply through Get Satisfaction" button to turn any Tweet into a topic. This will also send a Tweet back to the original poster so they can come see your response on Get Satisfaction.
All in all, pretty simple. Now have fun! -
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Official Company Reps: You can set the status on topics Last reply on May 16, 2008 07:53.
You can now set the status on different topic types so your customers can see at a glance that you're listening and responding. Here's some Skitchin' to illustrate:
For Questions
Do this:
You get this:
For Ideas
Do this:
You get this:
For Problems
Do this:
You get this:
For Discussions
No status to set for Discussions because, well, they're just discussions. -
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Admin How To: Add FAQs to your Satisfaction site Last reply on May 01, 2008 16:16.
UPDATE:
The Get Satisfaction system will dynamically create FAQs over time as users ask questions and they get answered by reps and other users. However, we know that many companies want to leverage their existing FAQs. Since Get Satisfaction works by harnessing real dialog, and traditional FAQs are usually formal documentation, it doesn't make sense to confuse your "real" voice with that of the documentation so instead, create a user that is clearly the "official voice".
- We recommend: Set up a user account, separate from your own with the nickname "[company name] FAQ" (See the Timbuk2 Get Satisfaction site for an example or see screenshot below)
- Add the question part of your FAQ as a Question from that FAQ user account
- Reply to the question either as the FAQ user if the response is your company's formal response or as yourself if you plan to give a response in your own words.
- Tag them with "faq" and "help"
- If you're an Official Rep or Admin for your site you can mark your replies as the "company answer".
- If you have a large number of FAQs or knowledge base, talk to us about options for importing them into Satisfaction. (email info [at] getsatisfaction [dot] com)
The following screenshot shows how Timbuk2 has posted their FAQ questions with their FAQ user account, has answered them with a personal user account and where they can click to mark it as the best answer:
An example of appropriate tags for FAQs and what happens when you mark your FAQ answer as the company answer:
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You can set up a RSS feed for just about anything in Satisfaction Last reply on September 24, 2007 18:58.
RSS is Real Simple Syndication. You subscribe to an rss feed that updates every time something new happens. You can use our feed in your favorite RSS reader.
For a fun explanation of RSS check out this video.
You can set up a feed based on companies, topics, products, tags... Just about everything. -
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Employees & Company Representatives - be sure you sign up with your official email adress!
If your company has a Satisfaction site, be sure to use your official email address to sign up with your user account. This way you'll automatically be set as an employee of your company if an official email domain has been set on your Accounts & Roles page in your Admin section. You must have "admin" status to access this page.
