It’s not very often that we use version numbers for our software releases, for the simple reason that we’re unveiling improvements all the time (it’s the Web after all). Today, however, we’re launching an update so significant that we’re smacking a big 2.0 sticker on it. It’s a huge leap forward, building on what people love about Get Satisfaction while integrating the tremendous learning and feedback we’ve had since launching our service almost two years ago. Perhaps most importantly, this is a new frame for customer community that will support the many improvements and feature releases coming in the months ahead.
Get Satisfaction is about harnessing the social web to improve online customer support, and with this release we’re raising the bar in just about every way.
A Social Support Hub – Organizations may communicate in an increasing number of ways, and Get Satisfaction now provides a unified hub for connecting customers to the right people, wherever they are. The community may be emerging as the center of customer communications, but it’s intimately linked to distributed conversations on Twitter & Facebook, official channels like email and phone, or even Get Satisfaction partners like Zendesk, the popular helpdesk software. Get Satisfaction ties it all together.
Simplicity itself – Get Satisfaction 2.0 refreshes the user interface to enhance usability and present content in simple, easy-to-digest ways. Its never been easier to search, browse or interact, encouraging participation from a wider range of people.
Curated Views – Based on our structured conversations we’re excited to announce a new feature, Content Auto-Curation. By leveraging the natural activity of your community we’re now presenting useful sets of topics, things like frequently asked questions, common problems, popular ideas and many more. The hidden value of conversations is unlocked for the first time.
Focus on results – Get Satisfaction has always focused on helping reach their desired outcomes, whether that was an answer, a solved problem, an idea implemented as a new feature or product. Get Satisfaction 2.0 highlights which topics need input from the community, and prominently features answers and answerers.
Customer-to-customer help – This new release puts a new emphasis on customers connecting with each other to answer questions and solve problems. Through positive participation, every user can now earn reputation (and possibly win the coveted Champions status) within the community.
Customizable, Configurable Widget Toolkit – We’re famous for allowing organizations to embed community through their products and web sites via our widgets. Get Satisfaction 2.0 includes a new premium widget toolkit: now you can fully configure and customize four different kinds of widgets that make plugging community content into your site as easy as cut-and-paste. Filter suggested content, auto-tag new topics, customize the look-and-feel and more.
Choose your own participation level – Not all organizations use Get Satisfaction in the same way–some don’t use it at all while their customers do. This release includes a new feature that allows an organization to set its participation level and a personal message to users, in order to set the right expectations about how its relationship to the Get Satisfaction community.
And those are just a few of the highlights. For details check out our in depth overview of Get Satisfaction 2.0. Do let us know what you think!
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The new design is great, a big improvement on the last version.
It’s much better organized and easier to navigate.
Good job!
Nice face lift! I really like that you brought the topic search to the top of the page. I was going to suggest that yesterday =).
Thanks for reading my mind!
Hey Get Satisfaction, great new design! Only peeve I have about it is that, for example, “Feedly employees are here to help.” at the top right is hardly visible, in any color. Your previous placement was prominent and was probably better suited. Since the page is wide, I feel like a lot of the people will be focusing on the left widebar with most of the content (questions) – and they won’t notice the top right ” is here to help” (or whatnot) infobox.
Then again, you’d probably be better off with an eyetracking study than from a sample size of one guy :)
Sorry to make a fuss, but I feel like making the end-user aware that the GS support group is actually ’staffed’ by employees of the company in question is pretty important and gives confidence to the end user.
Just a thought.
I want to get satisgaction blong,it’ wonderful!
Way to go! The clarity of the new design definitely helps everyone get help even faster!
New design looks good. I think your idea is good, but based on what I’ve read (37 signals blog, googling, tech news aggregators) your approach is entirely unethical and misleading.
The changes look amazing. Definitely an improvement! Much more clean and user friendly.
As someone who spends about an hour every day on this tool to help manage the feedly community I have to be honest and say that this is a pretty big step backward: Yes it looks pretty but the information is much harder to navigate and every task takes a couple of extra clicks. Did you do any usability tests before pushing this out?
Great update! I love it!
Get Satisfaction had the biggest “leap into the future” feature for 21. century forum: LIVE SEARCH
Why on earth, I say again, why on earth did you remove this feature?
With live search I could immediately see if my search words was giving me the results I was looking for and I was contantly changing my wording so that the LIVE results would show me what I was searching for.
Now you REMOVED IT????
I would be less surprised to see automobile manufactures remove the steering wheel for the “benefit” of a more “exciting trip”
I have been arguing that NING should adopt this feature into their forum, because it was such a big leap into the future of internet forums… and you go ahead and REMOVE it????
Please try and make me understand this, I’m utterly amazed about this decision.
Get Satisfaction is a really great thing!
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