November 19, 2009
We recently updated our Getsatisfation.tv site. It’s our little corner of the Web devoted to how-to videos and presentations about customer service and community.
Our Community Management Webcast series is on there, as are presentations from our 2008 Customer Service Is the New Marketing summit. We’ve also got some tutorials to help you dig into the details of Facebook Connect and our FastPass log-in system, as well as interviews and use cases for companies interested in applying community to customer service but who might need a quick primer on how to get started.
What’s new this week? This week we have two videos to help show you how FastPass works and how you can set it up.
To go along with the new Getsatisfaction.tv, we have a new RSS feed. If you want to know when new content is posted, subscribe to the new feed.
November 18, 2009
Do you use Salesforce? A lot of companies do. Now, you can use it in conjunction with Get Satisfaction. That’s right, it’s announcement time. We’ve been working with CustomWare, a company that integrates collaborative technologies, to develop a Salesforce app, and we’re happy to report that it’s now done.
Ready for download, cap’n!
We’ve received a lot of requests from companies who use Get Satisfaction for an app like this. The people who request it are typically pretty savvy when it comes to adopting a more “social” business strategy. Salesforce is also understandably moving in a more social direction these days, and this new app is a way for Salesforce users to realize a true social CRM and incorporate the ideas behind community and crowdsourcing directly into their CRM.
With this new app, you can import, search, filter, and track crowdsourced customer support issues from Get Satisfaction and turn them into Salesforce Cases.
Who can use it?
If you have a Salesforce Professional account, you can download it and use it for free. We offer some extras for companies with a Get Satisfaction Integrate plan or above — the ability to pull in additional Get Satisfaction user data into Salesforce.
Want to know more? Check out our page about it, or go directly to AppExchange.
We’ll be working closely with CustomWare to continually improve and extend the functionality of this app, and we can always do that better with your feedback. So, let us know what you think.
November 10, 2009
I’m dubbing Lane “Sir-Speaks-a-Lot” next week. He’s going to be chatting it up at Web 2.0 in New York.
His topics: customer service and failure.
First, he’s going to talk about customer service in his presentation Let’s Get Engaged! The New Customer Relationship Landscape. Join him on Tuesday at 11:10 a.m. in room 1A08 to hear about emerging tools and techniques to help companies get a handle on the new ways of customer service. (Hint: It’s social!)
Then, on Thursday, get ready for some serious FAIL talk. Lane joins a panel with Ben Huh (I Can Has Cheezburger), Rashmi Sinha (SlideShare), Micah Baldwin (TakeComics), and Charlie O’Donnell (Path 101). It’s called How To Be A Failure…All The Way To Bank! That’s at 1:20 p.m. on Thursday in room 1A21.
Sally forth, Sir-Speaks-a-Lot! Preach the FAIL!
November 3, 2009
The Enterprise 2.0 conference is under way here in San Francisco. If you’ll be attending, check out our very own Wendy Lea. She’ll be speaking on a panel.
What’s it about? It’s about Facebook and Twitter and branding and all the trends that have been shaping customer service in the past few years — away from the “all-your-answers-are-to-be-found-in-these-10-FAQs” mentality and toward customer participation, company engagement, and ultimately transparency. Things are changing in customer service, and this is one place to be to hear how companies are — and should be — responding to these trends.
It’s called “Customer Support in the Facebook and Twitter Era.”
Join our CEO Wendy, along with moderator Clara Shih (Hearsay Labs), analyst Natalie Petouhoff (Forrester Research), and Bob Warfield (Helpstream), as they share stories on how to best use these new ways of customer communication and engagement.
Tomorrow at 3:15 p.m. At this location: #e2conf-36
Here’s the full list of Wednesday’s events.
See you there!
November 3, 2009
Did you join us for the Webcast last week? It was a demo by our very own Scott and Kat, followed by a Q&A session. If you were there, thanks for asking all those great questions! If you weren’t there, we recorded it.
The recording is a walkthrough of the Get Satisfaction system, and it’s a good introduction to how Get Satisfaction works, with some specific examples of how to use widgets and kick-start a community.
For this demo, we used ReadyTalk, a service for Webcasts and such things. Worked great. Recommended.
Give it a watch!
All posts