Get Satisfaction Reimagines its Community Platform to Help Companies Differentiate on Customer Experience


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New Platform Allows Businesses to Extend and Amplify the “Community Effect”
Across Service, Innovation and Marketing

SAN FRANCISCO, July 16, 2013 – Get Satisfaction, a community platform for
creating engaging customer experiences, today announced a completely new
platform rebuilt from the ground up to increase value for community members
and business users alike. With the new Manage Workspace, businesses have
access to all the tools they need to leverage Get Satisfaction customer
communities as hubs for support, collaboration, and marketing. In addition,
Get Satisfaction has continued its rollout of the new consumer-facing
Community Application, which adds desktop and tablet to the existing mobile
view, making community engagement possible on devices of any size.

As today’s socially-connected consumers expect to interact with other
people, prospects, and employees directly online, they reward brands and
companies that create social customer experiences on their websites. As
such, customer community platforms will help forward-thinking companies move
beyond simple social monitoring tools or helpdesk solutions that offer
support communities as a CRM add-on.

Forrester Research has also recognized this trend toward leveraging
full-featured community platforms for marketing benefit. In their new Social
Depth Wave, published on July 9, 2013, they placed Get Satisfaction as a
“strong performer.” According to Forrester, marketers are striving to
incorporate social features that help “transform their static,
company-centric websites into dynamic, customer-centric destinations that 1)
encourage user generated content, and 2) facilitate interactions between
their company’s brand and potential customers.”

“Our experience selling to c-level executives has proven that building a
brand community is an essential component of a differentiated customer
experience strategy,” said Wendy Lea, CEO, Get Satisfaction. “We reinvented
our platform with these businesses in mind so that our solution can be the
linchpin of a differentiated market position.”

Realizing the “Community Effect”
Beyond service and support, the most successful Get Satisfaction customers
leverage their communities to generate a “community effect” that seeds
innovation and marketing efforts companywide. Communities attract new
customers by generating dynamic content that drives significant referral
traffic from search engines and other marketing channels. They are also full
of valuable data about customer intention that can be harnessed to boost
sales by exposing relevant content at just the right stage customer
lifecycle, such as answers to pre-sale questions that will improve
conversion for prospects who are evaluating your products.

Key Features and Benefits
Recognizing the transformational value of customer communities, Get
Satisfaction completely re-designed the platform to put community at the
center of organizations. The new set of integrated applications designed to
serve the unique needs of both business users and customers enables
customer-centric businesses to interact directly with their customers and
take action quickly.

The new Get Satisfaction platform includes a completely new Manage Workspace
for community managers and other business stakeholders, as well as a new
Community Application for customers and prospects. These products address
two imperatives:
1. Reimagine the Customer Experience. Thirty-five percent of Get
Satisfaction community pageviews come from search engines. To capitalize on
this organic referral traffic, the new Get Satisfaction re-design assumes
that the conversation is the beginning of a customer journey, rather than
just a means of resolving customer support issues. In addition to a new
responsive design announced in April, new features of the Community
Application for consumers aid in the discovery of related conversations and
content, as well as display more information about community members.
2. Reimagine the Business User Experience. Get Satisfaction redesigned
the Manage Workspace to consolidate all moderation, curation, and workflow
functions and make it easier for community managers to triage, route, and
respond to customers and prospects. This workspace is part of a new
Community Management Console that provides quick access to the new
generation of tools, features and functions for any business user within an
organization, whether it be the community manager, marketer, agent, product
manager, or senior executive.

Availability and Pricing
Existing Get Satisfaction communities will update on a rolling basis.
Today’s launch marks the beginning of a series of innovations that will roll
out through the end of the year, including sub-communities with privacy
settings, enhanced user profiles and marketing automation tools. Pricing is
aligned with packages based on a company’s needs, available at

About Get Satisfaction
Headquartered in San Francisco, Get Satisfaction helps companies create
engaging customer experiences by fostering online conversations about their
products and services at every stage of the lifecycle. Companies of all
sizes, such as Intuit, Kellogg’s and Sonos, rely on the Get Satisfaction
Community Platform to acquire new customers, provide better service and
build better products. Today, Get Satisfaction powers 70,000 active customer
communities hosting more than 35 million consumers each month. For more
information, visit

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