Get Satisfaction Reimagines Its Community Platform to Help Companies Differentiate on Customer Experience
New Platform Allows Businesses to Extend and Amplify the "Community Effect" Across Service, Innovation and Marketing
July 16, 2013
Get Satisfaction, a community platform for creating engaging customer experiences, today announced a completely new platform rebuilt from the ground up to increase value for community members and business users alike. With the new Manage Workspace, businesses have access to all the tools they need to leverage Get Satisfaction customer communities as hubs for support, collaboration and marketing. In addition, Get Satisfaction has continued its rollout of the new consumer-facing Community Application, which adds desktop and tablet to the existing mobile view, making community engagement possible on devices of any size.
As today's socially-connected consumers expect to interact with other people, prospects and employees directly online, they reward brands and companies that create social customer experiences on their websites. As such, customer community platforms will help forward-thinking companies move beyond simple social monitoring tools or helpdesk solutions that offer support communities as a CRM add-on.
Forrester Research has also recognized this trend toward leveraging full-featured community platforms for marketing benefit. In its new Social Depth Wave Forrester placed Get Satisfaction as a "strong performer." According to Forrester, marketers are striving to incorporate social features that help "transform their static, company-centric websites into dynamic, customer-centric destinations that 1) encourage user generated content, and 2) facilitate interactions between their company's brand and potential cusstomers. (1)
"Our experience selling to c-level executives has proven that building a brand community is an essential component of a differentiated customer experience strategy," said Wendy Lea, CEO, Get Satisfaction. "We reinvented our platform with these businesses in mind so our solution can be the linchpin of a differentiated market position."
Realizing the "Community Effect"
Beyond service and support, the most successful Get Satisfaction customers leverage their communities to generate a "community effect" that seeds innovation and marketing efforts companywide. Communities attract new customers by generating dynamic content that drives significant referral traffic from search engines and other marketing channels. They are also full of valuable data about customer intention that can be harnessed to boost sales by exposing relevant content at just the right stage customer lifecycle, such as answers to pre-sale questions that will improve conversion for prospects who are evaluating products.
Key Features and Benefits
Recognizing the transformational value of customer communities, Get Satisfaction completely re-designed the platform to put community at the center of organizations. The new set of integrated applications designed to serve the unique needs of both business users and customers enables customer-centric businesses to interact directly with their customers and take action quickly.
The new Get Satisfaction platform includes a completely new Manage Workspace for community managers and other business stakeholders, as well as a new Community Application for customers and prospects. These products address two imperatives:
1. Reimagine the Customer Experience.
Thirty-five percent of Get Satisfaction community page views come from search engines. To capitalize on this organic referral traffic, the new Get Satisfaction re-design assumes that the conversation is the beginning of a customer journey, rather than just a means of resolving customer support issues. In addition to a new responsive design announced in April, new features of the Community Application for consumers aid in the discovery of related conversations and content, as well as display more information about community members.
2. Reimagine the Business User Experience.
Get Satisfaction redesigned the Manage Workspace to consolidate all moderation, curation and workflow functions and make it easier for community managers to triage, route and respond to customers and prospects. This workspace is part of a new Community Management Console that provides quick access to the new generation of tools, features and functions for any business user within an organization, whether it is the community manager, marketer, agent, product manager, or senior executive.
Availability and Pricing
Existing Get Satisfaction communities will update on a rolling basis. Today's launch marks the beginning of a series of innovations that will roll out through the end of the year, including sub-communities with privacy settings, enhanced user profiles and marketing automation tools. Pricing is aligned with packages based on a company's needs, available at https://getsatisfaction.com/corp/pricing/.
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 more information, visit www.getsatisfaction.com.(1) "The Forrester Wave™: Social Depth Platforms, Q3 2013," By Kim Celestre, Zachary Reiss-Davis with David Truog, Sarah Takvorian, July 9, 2013