Get Satisfaction is a unique customer service platform that lets customers and employees interact in a forum-type setting. Setting up customer support through a forum may seem like a bad idea, but it actually has several benefits for both parties.
First, whenever a customer submits a question or concern through Get Satisfaction, the application searches the forums for previous posts that sound similar. If another customer has already asked the same question, the customer will see it and be able to read the answer. The customer gets his answer quickly, and the company doesn’t have to pay an employee to answer the same question over and over again. Everyone wins!
Second, the forum approach means that customers can help each other. However, most companies that use Get Satisfaction for customer service don’t rely on customers to do the heavy lifting-instead, employees monitor the forums and respond as needed. Finally, the forum provides a welcoming place for customers who want to submit feedback or suggestions to a company.
Get Satisfaction has an easy-to-use interface, with cute little emoticons that allow customers and employees to express emotion. These may also help diffuse an angry customer-it’s hard to stay fuming when you’ve just used a cartoon “frowny face” to describe your mood. The service is free for customers. Companies who want to use Get Satisfaction have a choice of plans, ranging from $99 per month to $899 per month. Companies that use Get Satisfaction can also download cool widgets that allow customers easy access to forums from company websites.
Our Rating of Get Satisfaction
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