I can’t get no, oh no no no
Hey hey hey, that’s what I say
I can’t get no, I can’t get no
I can’t get no satisfaction
No satisfaction, no satisfaction, no satisfaction
Mick Jagger and Keith Richards
Well maybe The Rolling Stones couldn’t get satisfaction, but there is a social media tool, Get Satisfaction, which belies the fact that you can.
“Get Satisfaction was founded with the idea that the relationship between companies and their customers is ready for higher ground.”
Do you remember the television commercial for a hair shampoo where the key concept was viral marketing? The phrase in the commercial went something like “I tell two friends and they’ll tell two friends . . . and they’ll tell two friends . . . and so on, and so on . . .” This was viral marketing at its best. But it relies on a connected circle of individuals.
What if the community is broader and involves those interactions, not just with friends and their friends, but with all potential consumers of your product or service. Think ‘6 Degrees of Separation’ on steroids.
From the Get Satisfaction website, “Imagine if customers had permission to have honest, straightforward interactions with companies, and had a way to make their voices heard. What if companies could inspire passionate, loyal customers through more open and bi-directional interactions that lead to true customer understanding?
They can. With an online customer engagement community platform.
Get Satisfaction is an online customer engagement community platform connecting companies with their customers to foster relationships that unlock new value for both sides and take the customer-company engagement to a whole new place.”
According to Zappos’ CEO Tony Hseih, “There’s a simple reason that we were one of the first to raise our hands at Zappos and start using Get Satisfaction: A lot of our approach to making people happy with timely, human customer service is already baked into this product. They get it.”
“GetSat,” as fans call it, allows your customer to type their question in natural language. As you type, GetSat uses auto-complete (similar to Google search) to suggest relevant questions for which it already has answers. While you can see the leverage in that, it gets better. If the user doesn’t find a relevant question and answer, he or she can post the question for other customers to answer.
It turns out that people like to share what they know, either to show that they’re smart or to be helpful. Either way they’re answering your technical support questions for free. Your team simply reviews the proposed answers and approves them, rejects them, or modifies them for accuracy. Thus, customers and your support team share answers, ideas and solutions. This decreases the load on your support team and more importantly, you tap into the power of “none of us is as smart as all of us.”
What’s not to love? You can reduce your costs and get better results. And you’ll be following the same customer service excellence approach as customers like Zappos , Adobe, Intuit, Kellogg’s and P&G to Sonos, HootSuite and SugarCRM who rely on Get Satisfaction’s customer engagement community platform to modernize customer support, accelerate sales, differentiate their brand, and be able to innovate together with their customers.
Yes, social media tools can save you more time and money than they consume, and improve results.
Get Satisfaction proves it.