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Get Satisfaction – Integrated CRM

Posted on 7.16.2009

If it’s better customer relationships, increased loyalty, retention or collaboration with consumers you’re after – read this: Customer service review and rating service GetSatisfaction today launched a very significant advancement to their platform. GetSatisfaction now hopes to "connect the dots from Social to CRM". Should they be successful at that endeavor, you're going to want to pay much closer attention to that enterprise.

What is noteworthy about this version of the platform is that it acts as a "unified hub" by enabling organizations to incorporate the community into their support strategy. Community members can link to distributed conversations on Twitter and Facebook, official channels like email and phone, or even Get Satisfaction partners like help-desk software provider Zendesk. Get Satisfaction is essentially tying every channel together for people seeking support.

Get Satisfaction's platform launched in 2007 and has grown at a rapid clip. More than 20,000 company communities have been created on Get Satisfaction, and upwards of 13,000 organizations are actively engaging with the 1.57 million community members.

"Our Get Satisfaction 2.0 release helps customers solve their problems quickly by moving seamlessly from the crowd-sourced support community to internal company systems such as Zendesk's help-desk system or Salesforce.com. And, they can just as easily flow back again to the public community and monitor the progress of their request or issue."

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