Get Satisfaction, Or Else…
Get Satisfaction, a third-party customer service app/community, allows customers to offer feedback, make suggestions, get their questions answered, and generally get help with a product or service.
A good idea
Building support/community infrastructure is a pain point for a lot of companies. The help section, forums, FAQs, and whatever else you have to build to offer comprehensive customer support is a big undertaking. It’s often the last thing you want to do after you’ve just worked for months on a product or service.
So for those companies that would prefer to outsource this infrastructure to a third party, or use an alternative sanctioned support outlet in addition to their own, Get Satisfaction is a handy service.
But…
But if you prefer to provide great support on your own site with your own forums and your own help section and your own feedback mechanisms and your own FAQs, well, Get Satisfaction doesn’t play fair.
If you fail to subscribe to Get Satisfaction’s way of doing things, Get Satisfaction suggests to your customers that you’re “not yet committed to an open conversation.” That’s unfair and unreasonable. Just because we don’t team up with Get Satisfaction it doesn’t mean we’re not committed to an open conversation.
Continue with the article from 37Signals.
Great read as I was thinking of using them ourselves.
