Get Satisfaction Makes Social Customer Support Easy with Updated Facebook App for Fan Pages

We’ve got some fantastic updates to our Facebook app to announce!

Update: Coverage on TechCrunch, Mashable and our partner Involver’s blog.

We first launched our Facebook app back in March of last year. Our Facebook app was the first app to integrate social support into the Facebook Fan Page, bridging the community and Facebook. But the Wall remained a chaotic place where customer questions and ideas would roll off the page never to be seen again. With this new release, you can take a Wall post from your Facebook Page and send it into the community for discussion and resolution. Plus, it’s built on Involver’s hot new SML platform so pixel-perfect customization is easier than ever!

Here’s the full press release: (PDF version)

Get Satisfaction Makes Social Customer Support Easy with Updated Facebook App for Fan Pages

Innovative application bridges the Facebook Wall and customer community to create a truly social knowledgebase

San Francisco, Calif. – June 24, 2011 – Get Satisfaction, the leading provider of social business software, launched a new version of its popular “Get Satisfaction for Facebook” application today. Get Satisfaction for Facebook is used by more than 600 companies (Pampers, Flipboard, Gilt Groupe) to build strong relationships with their customers, solve problems, give a voice to customer champions and drive better business. Get Satisfaction was the industry’s first social support application designed for Facebook Fan Pages.

Get Satisfaction for Facebook is a powerful community platform that takes the chaos of Facebook Wall interactions and orders it into an indexable, searchable and actionable storehouse of social data. The newly updated application integrates the Facebook Wall with a company’s existing Get Satisfaction community, allowing support agents to import Wall conversations directly into the community for discussion and resolution. Both companies and their customers actively participate in this social knowledgebase, which leverages the Facebook and Get Satisfaction networks to get customers the answers and resolutions they want, and companies the feedback they need to be better, more responsive businesses.

The updated Facebook app collects and organizes all the social knowledge (questions, feedback, concerns, and praise) found on the Facebook into a central platform that can be shared and leveraged across all customer-facing channels. This approach captures Fan Page discussions, transforming them into actionable content that cascades throughout product development, relationship marketing, brand management, public relations, and customer service.

“Nowadays, customers are looking for – and expecting – support through Facebook,” said Wendy Lea, Get Satisfaction CEO. “Until now, the Wall has been the ‘Wild West’ of customer engagement. Over 600 companies use our app every day to deliver social support at the point of customer contact. Customers love it because they get quick resolution in an open and transparent community environment. Companies love it because they can manage their social support from one unified workflow.”

The Get Satisfaction for Facebook app was developed using Involver’s social media platform and new Social Markup Language (SML). Social media applications built on SML give companies and agencies control over the customization of their brands inside Facebook and other social networks.

Get Satisfaction for Facebook is available to subscribers of Get Satisfaction’s Grow, Connect, and Integrate plans, which start at $49/month, and Involver’s Professional, Business and Enterprise plans, which start at $99/month.
“The new Get Satisfaction app is the natural evolution of a very important partnership that bridges two critical community and support channels: Facebook Fan Pages and Get Satisfaction,” said Rahim Fazal, CEO and Co-Founder, Involver. “The new SML-powered version enables brands and agencies alike to create a customized experience that extends their community and brand into Facebook with pixel perfect design.”

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