Get Satisfaction and HootSuite Team Up to Help Marketers Build Authentic Engagement with Customers throughout the Customer Life Cycle

Enhanced integration transforms fleeting social customer interactions into lasting marketing assets

San Francisco, CA — August 16, 2012

Get Satisfaction, the leading customer engagement platform, today introduced significant new enhancements to its integration with the HootSuite App Directory. Now, community managers and social media marketing teams using HootSuite will be able to rapidly identify brand champions and address customer feedback and support requests using their Get Satisfaction community, all within HootSuite’s social media management system.

This powerful new bi-directional integration between Get Satisfaction and HootSuite applications builds on the current capability, which empowers Get Satisfaction community members to monitor, reply and filter Get Satisfaction topics within the HootSuite dashboard. Now, social streams managed within the HootSuite application can be connected with the Get Satisfaction community. Questions or issues raised in new incoming tweets or wall posts can be quickly addressed by providing relevant content from the Get Satisfaction community to the tweet or Facebook wall post. If no relevant topics exist, community managers can, with just a few clicks, create a new topic in the Get Satisfaction community directly from within the HootSuite environment.

“The ability to capture these social media conversations in our Get Satisfaction community for use by other customers, dramatically improves the productivity of our community managers," said Nakia Hansen, Director of Social Strategy at The College Board. "With HootSuite and Get Satisfaction we can provide rapid response service to our customers through multiple social channels using the Get Satisfaction-powered customer community for support and how-to content."

"By building Get Satisfaction into the HootSuite App Directory, we're addressing a growing need that organizations have to integrate social media seamlessly between departments without creating the extra drag of multiple tools and logins," says Ryan Holmes, CEO of HootSuite. "With this integration, we close the loop between social media engagement and customer satisfaction for multiple teams including marketing, support, and community."

“We see social networks as doors to companies’ online presence – another avenue of engagement beyond websites and branded communities that help customers in their purchasing decisions and issue resolution,” says Get Satisfaction CEO Wendy Lea. “Partnering with HootSuite enables brands to engage their customers on all social fronts – and it does so in a way that helps marketers transform fleeting social interactions into rich and lasting customer-generated marketing assets. This integrated solution helps companies build authentic engagement with customers at every stage of the customer lifecycle.”

Practically anyone managing a social media stream together with a Get Satisfaction community will see significant improvements to their workflow. Support agents can easily answer questions or respond to tweets with just a few clicks, referring to existing rich topics rather than limiting themselves to Twitter’s message length restrictions. Like all content in Get Satisfaction, topics generated from Twitter and Facebook activity can be configured to be automatically pushed to customer relationship management systems, bridging the gap between social conversations and backend systems.

Get Satisfaction communities are the perfect place to gather customer feedback -- regardless of whether these conversations originated on a brand’s website, social network or mobile device. With this new integration, community managers will be able to transform disposable social interactions, like tweets or Facebook wall posts, into high-impact content that can later be used as part of a customer-driven marketing campaign or as part of a social knowledgebase.

This integration is a powerful new method of harvesting social conversations to build meaningful engagement with customers throughout the customer lifecycle.


About Get Satisfaction

Headquartered in San Francisco, Get Satisfaction helps companies create engaging customer experiences by fostering online conversations about their products and services at every stage of the lifecycle. Companies of all sizes, such as Intuit, Kellogg's and Sonos rely, on the Get Satisfaction Community Platform to acquire new customers, provide better service and build better products. Today, Get Satisfaction powers 70,000 active customer communities hosting more than 35 million consumers each month. For a free trial, visit www.getsatisfaction.com.

Media Contacts

Grace Nasri Bateman Group for Get Satisfaction getsatisfaction@bateman-group.com (415) 503-1818.

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