Cloudswave Score for Get Satisfaction
Rating based on 19 Critic Reviews
Daved Artemik, on TrustRadius
Get Satisfaction Use Cases and Deployment ScopeGetSatisfaction was used to create a central hub for customer service offerings for a new product. The new product direction was supposed to make the customer experience easier, for both the customer and the employees, so GetSatisfaction was put in place to help achieve that goal. The customer service process prior to GetSatisfaction was through email or direct contact means, which made question and answers, feature requests, and bug reporting difficult to track and maintain. GetSatisfaction allowed us to centralize all the information in one location where duplicate requests or issues could be handled, and customers could help service themselves using the Search and Forum approach that GetSatisfaction employs. It also allowed our QA and Engineering staff to keep status updates in front of customers for more transparency.
Pros : The GetSatisfaction UI for users and administrators is pretty user friendly and inviting. The theme they used and functionality they have put together was thought with the end user in mind.The Search feature is one of the key points for GetSatisfaction, with how it suggests potential duplicates or similar threads first, for a user, before creating their own issue or post. This helped eliminate much of the duplicate requests and posts we were receiving.The ability to have different levels of admi
Cons : GetSatisfaction provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need.GetSatisfaction was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes whe
Authenticated Reviewer, on TrustRadius
Get Satisfaction ProsIt's great at tagging products by user type and question type. We can then pipe this into our support system (e.g if there is a problem with a particular product or service). Great filteringIntegrates with Gira (ticketing and project management for product teams)Offers many widgets to customize look and feel. This is really stellar.Our users like it. Easy for them to use.
Steve MacLaughlin, on TrustRadius
Get Satisfaction ProsSystem configuration and day-to-day management is straightforward and intuitive.Managing questions, ideas, and reported issues works well even as usage grows over time.Automated notifications about site activity and ability to route feedback helps to streamline managing the community.Analytics and reports allow you to dig into what's happening on a macro and micro level.
Chances are, you´?¢re feeling pressure to do more with less. For customer success, there´?¢s only one way to make it happen´?¢ leverage the power of community. Community building isn´?¢t effortless, but it pays dividends when your customers have a platform to help each other and engage with your brand. Showing your customers that there are, in fact, many other people using your product is validation for them. Even if they´?¢re having an issue, they´?¢re more likely to stick it out if they see other people doing the same thing.
Bushra approves satisfaction. It's good and satisfactory. I feel satisfied.
From the technical integration perspective it was a painless effort to configure GetSatisfaction to synch with Salesforce's Support Cloud. Our support team can now let the Get Sat community attempt to provide answers before dedicating internal support staff resources...all while managing the status of discussions from within Salesforce. Get Satisfaction produced a very clean and simple approach to accomplishing this.
Desiree A. , on G2 Crowd
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