The ability to change the word "Representative" to anything. Would really personalize it.

When we launch RescueTime.com, we hope to add a link to our GetSatisfaction site to our support page. Love it. I can imagine, however, that people might get confused by a lack of search feature. In a way, the "Hey CompanyName" form does the trick, though I'd argue that people think about search forms differently. When searching, people think about the "right" keywords (the keywords that the rest of the world would use). When typing a question, concern, feature idea into the "Hey CompanyName" field, I'd wager they'd be less overt about what words they select.

I also wonder whether people would be just plain LOOKING for a search box. i.e. "I'm on a support site, I want to find information about a particular topic, how do I find it?!". The search box at the top right searches the whole getsatisfaction.com site, no? One cheap and easy idea around this might be a drop down menu with the upper-righthand search with a "search this company" and "search all of getsatisfaction" options (company as default).

Having recently done a lot of usability testing over the last year, it would be interesting to watch user behavior around the search/find action.

Just some thoughts. Love the hell out of what you guys are doing.

It would be nice to select which posts my replies are addressing and then look at the thread chronologically, like a normal conversation. This way you can respond to the topic without the necessity of clicking on the individual reply button before typing your response. Perhaps below the replies, the stats could also include quick links to the connected responses. That would recover some of the current topic and reply structures features, while keeping the threads sequential.

Another thing that I'm dying for is a way to create a new topic from a reply that I'm currently typing.
Like a "reply options" button with "create topic from reply" and "reply to which posts?" as selectable features. This would provide great conversational continuity throughout the site, while maintaining intuitive ways to access all of the organization and relevance features that keep Satisfaction resourceful.

I may very well be stupid, but I don't think Satisfaction tells me when I'm logged in (enough for me to get it right away). I go to the login page, type in my email and password, and I just get the login page again. I am logged in (because it says hi), but it doesn't tell me enough.

Maybe you can redirect me to the dashboard when I login? That way I am sure I was logged in successfully and don't have to guess.

There is a place to complain, why not add a tab or something to give praise? If you can submit problems, shouldn't you be able to submit praise? Or is that what the talk section is for?

A place on their landing page where companies could display the stories they want to draw attention to.

It could perhaps draw from a tag search, even rotating through a random selection of say 3 stories tagged with "front page" by company reps.

A company rep may not have the expertise or the time to formulate a known-good company response. It would be handy if the company rep could post a response for review by company people. Perhaps only those with the right domain emails could star the comment?

The end result would be that company-approved messages could start without company approval and acquire it later either directly from the company rep or because a majority of company reps or company employees agreed.