Get Satisfaction Takes Its Social Support Suite to the Next Level

Get Satisfaction adds new Case Management App built on Force.com, salesforce.com’s social enterprise platform, delivering the most comprehensive social support suite in the market

San Francisco, CA — June 20, 2012

Get Satisfaction today announced comprehensive enhancements to its Social Support Suite that allow companies to purchase case management capability directly from Get Satisfaction. The Case Management App is built on Force.com, salesforce.com’s social enterprise platform.

Today’s announcement, combined with Get Satisfaction’s existing enterprise-grade integration with Salesforce, delivers the most comprehensive application for social customer support. The Get Satisfaction Social Support Suite will now give companies even more flexibility to manage customer support inquiries. Companies can now purchase case management capabilities directly from Get Satisfaction, enabling them to route customer inquiries from the social support community automatically or through a company moderator to open a support ticket for agent follow-up. The Case Management App allows companies to put all their cases in one unified agent experience to create, track, route and escalate customer support cases.

“With Get Satisfaction, our customers can engage in conversations with each other and ask support questions from Facebook or on our website. Its reporting capability gives us the visibility that over 80% of our customers’ support questions are answered by the community,” said Brian Vanderzanden, Technical Support Manager at Webtrends. “Posts in our Get Satisfaction Community that are flagged as a ‘Problem’ and are not resolved by the community automatically create as a case in the Salesforce Service Cloud for support follow-up. Now we are able to provide self-service and improved customer service to our customers.”

Now, Get Satisfaction offers the most comprehensive app for social support by combining their customer driven online support community with the proven workflow and case management capabilities of the Service Cloud.

“Get Satisfaction’s integration with the Service Cloud delivers value to our social enterprise offerings and our customers,” said Dave Kellogg, senior vice president and general manager, Service Cloud, at salesforce.com. “Service Cloud customers can access Get Satisfaction’s social support customer community through the AppExchange, and for non salesforce.com customers, the Get Satisfaction Case Management App provides a seamless path for upgrading to the Service Cloud.”

Get Satisfaction allows companies to extend social insights from customer conversations online directly into their CRM data. With Get Satisfaction, companies are accelerating customer service resolution and improving customer satisfaction while reducing support costs.

"Conversations are at the heart of customer support today,” said Wendy Lea, CEO, Get Satisfaction. “With the Service Cloud reseller agreement, Get Satisfaction now provides a solution that enables companies to combine the customer driven online support community provided by Get Satisfaction with the proven workflow and case management capabilities of Service Cloud, creating an open and transparent self-service experience that engages and delights customers. Through Get Satisfaction’s community, the delight of those customers can be easily shared with others in their network, leveraging the power of the social web while amplifying Get Satisfaction’s mantra that ‘Customer Service is the new Marketing’.”


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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