March 13, 2010
If you regularly surf the web, you’ve likely stumbled onto Get Satisfaction by now. Marker by the little ‘Feedback’ tags that show up on the sides of pages across the internet, Get Satisfaction is a customer feedback engine that allows companies to hear concerns directly from their customers.
And let’s be clear: it’s not just limited to internet companies. Anyone can sign up for a page and begin taking suggestions online. You don’t even have to be affiliated with the company to create or manage a Get Satisfaction page (although it obviously helps) – company devotees can easily create pages for their favorite brands and try to build awareness of customer concerns.
In short, for any business that actively focuses on customer service, it’s a great tool that’s worth checking out.
And now Get Satisfaction has taken it to the next level. Got a Facebook fan page? You can now turn it into a fully-featured customer support engine, thanks to the newly-released Get Satisfaction Facebook Social Engagement Hub. This plug-in allows your company Facebook page to seamlessly integrate with Get Satisfaction’s main site.
How does it work? Here’s a key example: if someone posts a question, it will automatically search GetSatisfaction.com and discover whether it already exists, then either display the appropriate response or create a new question on your Get Satisfaction page. (There are other features, too, but adding this functionality to Facebook is obviously the biggest story here).
ReadWriteWeb lists a number of other advantages to the service in their review – most notably, the fact that Facebook users tend to be very active on Fan pages. As a result, this service gives you more ways to interact with and get feedback from your strongest supporters. Not to mention the fact that it allows you to leverage some of your Facebook content from outside of Facebook’s ‘walled garden.’
We think Get Satisfaction is an excellent service – one that’s only enhanced by this new offering. It’s definitely worth a closer look for any small business in search of a more direct link to customer feedback.
Kipp
Filed under Hot New Tech Products, Trends and Tools, Small Business Web Strategies
