"Get Satisfaction" is a really interesting company to watch. It demonstrates the power of social media for customer service, and today they announced some new investors. The service is customer driven, and there are now 12,000 companies participating.
The concept? If a company is not reacting quickly to a customer complaint posted on its own site, the irritated consumer can start a page at Get Satisfaction to complain. Get Satisfaction gives the company a chance to respond, but it lets other users participate too. This lets customers go around a company that might be stalling or not responding properly. In many cases, the crowds force the company to reply. In fact, some companies find Get Satisfaction so useful they use it as their own customer service page. They also have an "Overheard" feature on Twitter so that their corporate customers can track customer complaints in real time. Overhead works by monitoring Summize, the conversation topic search tool recently acquired by Twitter.
The service is used by 1.5 million customers each month, and is a very low cost, effective way to provide customer service. Adobe, Apple, Dell, Whole Foods - the list of companies on Get Satisfaction is endless. This is a great way to crowdsource customer care. Customers are happy because they get answers and VIP help, companies are happy because it is a direct, high impact way to provide service.
Tuesday, February 17, 2009
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This is a very good idea. Our company was reluctant at first but found that posters just want to be heard. Reassuring them with a response is a big first step, and often the other members of the community have good solutions as well. I suspect we will see more of these.
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