Recently active topics in Get Satisfaction tagged with feature

UPDATE:

The Accounts & Roles page of the Admin section is where Admins can add employees, invite employees, assign roles and edit roles.

There are three levels of roles:

1. Employee = An Employee title is attached to their avatar in your Satisfaction site so that users know that they have an internal perspective. They do not have access to other tools or the Admin section. They can not mark a reply as the "Best answer from the company" or set the status on their replies. Their interaction within your Satisfaction site is not necessarily considered the official voice.

2. Official Rep = An Employee title is attached to your avatar in your Satisfaction site and your topic posts and replies within your own site are accompanied by an Official Rep badge which indicates that you are an official voice of the company. You can set your reply and other employee replies as the "Best answer from the company" or set the status on your replies.

3. Admin = Same controls and advantages of an Official Representative. You also will have access to the Admin tools via the Admin link in the top bar.

Adding employees:

- If you have an official email domain, add it under "Add a company website" and click the "Add it" button. Any employees already registered in Satisfaction with their official email address will automatically show up in the list above as an Employee.

- To add individual users add their email address under "Upgrade one person to employee status" and click the "Upgrade" button. If they're already in the system with that email address they'll show up as an employee in the list above. If they're not, you'll be prompted to send them an invite to Satisfaction.

- Managing the roles: Once you have your list of employees under "Manage roles" you can change their role status or remove them. Removing their employee affiliation will not delete their user account.

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".


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:




• 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)

Click on the "Get Satisfaction! Start your own People Powered Customer Service Site" badge in the bottom of the page


or just click here. Fill out the form and click the "Create Company" button.

You will also be given the opportunity to add a company when a company search brings up no results.

Searching from the top bar:


Searching from the Companies page:



There will be a bit of a delay between the time you add the company and the time it appears on the Companies page as we need to approve each one to keep the Spam away. Adding all the details such as logo, description and external link when you're adding the company may help speed up the process -- and make our jobs a little easier! :) Also, keep in mind that this will be your only chance to add these details unless you receive admin status for that company.

If more than a business day goes by and your site hasn't shown up, feel free to send us an email at info [at] getsatisfaction [dot] com.

The Company Details page of the Admin section is where an Admin can update the info about their company in Satisfaction. Admins can:

- Change the company display name; click "Save name and description" button

- Add or edit the description; click "Save name and description" button

- Add or change out the company logo; click the "Save logo" button

- Add external links; select a label, add the URL and click the "Save links" button

- Provide answers to customer questions when and where they need it

- Promote conversation around each FAQ to make it more personal and self-updating

- Allow for multiple answers from different customer perspectives

- Dynamically add new questions to your FAQ by using Satisfaction widgets