• Social Studies Blog. How to succeed in social business.
  • Two Big Releases: 'Help Center' & 'Overheard'

    We’ve been working extra hard on two big product releases. So much so that we’ve hardly even picked up our Rock Band instruments. The neighbors have had a respite from the noise, but now that we’ve pushed it all live, we’re ready to rock again.

    We’re extremely proud and excited about these two new things we’ve created. Here’s the scoop:

    Help Center

    There’s a key detail about what we’re doing at Get Satisfaction that is sometimes hard to make shine through: We’re not trying to build a place where companies and customers are compelled to come to resolve their differences. That is, we’re not trying to capture people and keep them here. What we’re ultimately focused on is increasing the connections between companies and their customers. And that can happen anywhere. In fact, for best results, it should be happening in as many places as possible.

    In that spirit, we’ve created the Get Satisfaction Help Center. It’s a PHP installation you can download and drop right onto your own Web site. It’s as easy as setting up a blog, and it allows you to push and pull all of the data from Get Satisfaction in a seamless way. Simply put: It’s our site on your site.

    Here are a few examples already up and running: Joby, makers of the Gorillapod, Skitch, and a highly modified version for MyBlogLog. You can also see a default installation running for our own section of Get Satisfaction.

    Since Help Center is based on PHP (surely the Web’s most popular programming language), it’s easy to install and customize. We offer some very pretty templates you can use, but we also encourage you to adapt it to your own site’s look and feel. After all, you’ve probably spent countless hours honing your company’s visual style. Go get it now and make it yours. Let us know if you have any questions right here in Get Satisfaction.

    Also, a side note to developers. Help Center is actually an open source application hosted on Google Code under the MIT license, so if one of your modifications really rocks, you can share it back with everybody else!


    Ever wished you could respond to what people are saying about your company anywhere they’re saying it? Of course you do. I bet you wouldn’t mind chiming in about what people are saying about other companies, too, huh?

    To help fulfill that need, we’ve added the Overheard feature. It’s a way for people to monitor and extend the conversations going on around companies and their products. Yep, we’ve got tons of that going on already on Get Satisfaction, but these conversations are from Twitter. That’s right: Twitter. You’ve probably noticed that Twitter is quickly becoming more than just a way to send shout-outs to your friends. It’s transforming into a primary attention stream.

    Overheard tracks Twitter conversations — “tweets” — that mention a specific company or its products and displays them in a list. If you see a tweet that you think would needs an in-depth response or would make a great topic on Get Satisfaction, turn that tweet into a Get Satisfaction topic with a click. Anyone on Get Satisfaction can do this, and we ping the user on Twitter to let them know that we’ve started a new topic based on their tweet. It’s a great way to locate conversations going on out there in the wild and provide rich, archived (i.e. searchable) responses on the Get Satisfaction network. Combine this with Help Center, and companies are now able to bring distributed Web conversations into their everyday operations, improving their customer service and fostering retention.

    If this idea of tracking mentions on Twitter isn’t something you’ve considered before, you might find that it’s a superb way to not only find out what people are saying about a company and its products, but also to connect with people you otherwise wouldn’t be able to reach. If you’re an admin for your company, you can even set additional keywords and tune this Twitter stream.

    Go check it out for companies like Ebay, Comcast, Google, even the US Government. We think you’ll be surprised at just how neat it is.

    Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations.

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    About Eric Suesz


    1. Congrats, all you Satisfiers. The releases look awesome and very useful.

    2. Overheard is well cool, but I’d love to subscribe to it. Any Atom feeds or the like coming?

    3. Congratulations, comrades. It looks great.

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