Get Satisfaction

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Get Satisfaction
Get Satisfaction logo.png
Web address http://getsatisfaction.com/
Type of site Technical support, Customer service
Registration Optional
Available language(s) English, Spanish, French, German, Italian, Portuguese, Dutch, Swedish, Norwegian, Danish, and Finnish[1]
Owner Get Satisfaction
Created by Valleyschwag
Launched September 2007
Alexa rank negative increase 6,351 (April 2014)[2]
Current status Online

Get Satisfaction is a customer community software platform for technical support based in San Francisco, California, United States.[3] It was founded on January 31, 2007, by several people, including Lane Becker,[4] Amy Muller, Thor Muller,[3] and Jonathan Grubb. It publicly launched in September 2007.[5] The idea for the service originated from Valleyschwag as a side project.[6] When the Valleyschwag service received over 1,500 subscribers, its customer service requirements increased dramatically. Realizing that customers were actually responding to the issues that other people brought up, the group behind Valleyschwag decided to create the precursor to Get Satisfaction,[3] first named Satisfaction Unlimited,[7] to take advantage of the community's enthusiasm for helping each other. The company describes its product as "people-powered customer service". On the website, anyone can ask a question, submit an idea or complaint, or give praise; all posts can be read by anyone. Companies can respond to issues regarding their products or services; official responses are marked as official answers to separate them from other responses. Users can rate responses based on how well they resolve the issue.[3]

Muller explained in an interview with BusinessWeek that the website aims to be simple, noting that most customer-service solutions are too complex. He continues by stating that many are reactive instead of proactive, requiring customers to think as if they were an employee or librarian to find their answers. In contrast, Get Satisfaction approaches the problem by helping companies think more like customers.[3] Muller explained, “We want to create a Switzerland for companies and customers, with specific tools that allow people to get answers to their questions. [...] We want the best answers to rise to the top, and not get buried in online discussion forums.”[8]

The service initially offered paid service plans to companies including Method Products, Timbuk2, Twitter, and Digg.[3] Several more companies later joined the platform, including Time Warner Cable, Verizon, Comcast, Mozilla, Mogo Money, Microsoft Hohm, AMC Theatres, Qantas, Apple Inc., Dell, and Facebook.[9]

The company's CEO is Rahul Sachdev and its CTO is David Rowley. The website, which received an initial round of financing of $1.3 million,[7] receives financing from investors that include First Round Capital, O'Reilly Alphatech Ventures, and SoftTechVC. In September 2010, the company announced Series A funding of $6 million from Azure Capital Partners with OATV and First Round Capital participating.[10] In March 2010, Get Satisfaction launched their Facebook application that allows companies and brands to put their customer community on their Facebook page as a tab.[11]

See also[edit]

References[edit]

  1. ^ "Multiple Language Support | Get Satisfaction Help Center". Getsatisfaction.com. 2012-10-22. Retrieved 2013-05-27. 
  2. ^ "Getsatisfaction.com Site Info". Alexa Internet. Retrieved 2014-04-01. 
  3. ^ a b c d e f Miller, Kerry (2007-09-10). "Crowdsourcing Customer Service". BusinessWeek. Retrieved 2009-03-31. 
  4. ^ Becker, Lane (2007-01-31). "Demand Satisfaction!". Get Satisfaction. Retrieved 2009-03-31. 
  5. ^ Pattison, Kermit (2008-04-24). "Does a New Website Hold the Secret to Great Customer Service?". Fast Company. Retrieved 2009-03-31. 
  6. ^ "About Get Satisfaction". Get Satisfaction. Retrieved 2009-03-31. 
  7. ^ a b Kanellos, Michael (2007-09-14). "Crazy company name alert: Get Satisfaction Unlimited". CNET Networks. Retrieved 2009-03-31. 
  8. ^ Fost, Dan (2008-02-25). "On the Internet, Everyone Can Hear You Complain". The New York Times. Retrieved 2009-03-31. 
  9. ^ Gibbs, Mark (2008-09-08). "Get your complaints answered – Here's one satisfied customer". Network World. Retrieved 2009-03-31. 
  10. ^ Rao, Leena (2010-09-14). "Get Satisfaction Raises $6 Million For Customer Support Forums". TechCrunch. Retrieved 2010-09-14. 
  11. ^ Gannes, Liz (2010-03-10). "Get Satisfaction Now Customer Support Tool for Brands Using Facebook, Google". GigaOM. Retrieved 2010-11-10. 

External links[edit]