December was an exciting month for the Get Satisfaction product development team! We introduced Getting Started, a significant advancement to the way you create new communities and groom them for success. By analyzing the 70,000 communities running on Get Satisfaction, we’ve learned that success is tightly correlated to what happens in a community’s infancy — small actions like seeding the community with content and inviting members to join the conversation can have a big impact as the community gets off the ground.
Our new Getting Started process incorporates the steps we feel most critical to the early days of a thriving community. But these are only the first of many steps, and Getting Started is the first of several new capabilities that will empower business users with the tools they need to make the most of their customer communities.
In fact, one of our biggest initiatives in 2013 will be to create a more powerful and user-friendly set of business applications for community management, user segmentation, and customer engagement. Getting Started is just the first application in what will become a comprehensive business console.
In the coming months, you will begin to see new functionality added to the business console — tools aimed at giving business users more control over, insight from, and engagement with their communities. We’re excited about this first step, but more importantly, we’re excited about the accelerated innovation this new application framework affords us and new value we can deliver to business users of our system.
Speaking of new value for our business users, we’re thrilled about our recent release of Community Health Analytics 2.0. If you’re a customer on the Connect or higher plan or an Enterprise customer with the CHA option, you’ve probably already seen this update. Our enhanced CHA dashboard provides community managers, product managers, marketers, and administrators heightened visibility of community activity, engagement statistics, and consumer sentiment. This visibility can help guide your community interaction and deliver greater value to both your business and your customers.
We’re also innovating on the consumer front. We’ve been working on our new consumer-facing community web application, and in December we began rolling it out to beta customers. As I mentioned in my previous post about our mobile focus, this app will target mobile users first. In fact, you can see it for yourself by looking at the Get Satisfaction community from your smartphone.
We’ve received some great feedback already, and we’re quickly iterating on that feedback to make the product better. Soon you’ll see this mobile web app expand to also be the default app shown on tablets, and then the desktop. As we expand from the mobile footprint to the desktop, we’re incorporating new and re-imagined functionality that will make the user experience better than ever.
We’re proud of the accomplishments that came with the culmination of 2012, and we’re excited about the foundation these accomplishments lay for advancements in the new year. Stay tuned for more details about our short term and long term developments in 2013, including an upcoming webinar on our product roadmap.