11 mars 2010 03:02
by Lane Becker
Now you can Get Satisfaction for your Company on Facebook, too
We know you’ve been asking for it, and we’re happy to report it’s finally here – Get Satisfaction for Facebook.
If you like Get Satisfaction for your website, you’re going to love our Facebook app. It takes everything that’s great about Get Satisfaction – asking questions, solving problems, and sharing ideas and praise in a highly efficient, engaging, conversational environment – and recreates that experience right inside your organization’s Facebook fan page.
And here’s where it gets really cool: When customers participate on Facebook, it’s shared in all the nifty viral ways that Facebook allows people to share their content, which drives engagement and use of your service. And because we built our Facebook app on top of our existing system, the same conversation you’re having with your customers inside Facebook happens everywhere else at the same time, too – in your community, across your website, or anywhere else you’ve placed a Get Satisfaction widget. Your customers can have the same conversation with you anywhere on the Web they want to be.
We built this app because, when we talked to our customers, we heard that more and more of them were using Facebook for customer support, because so many of their customers were already there. And they told us that, while they loved using Facebook to connect, there were some serious issues they were having that were keeping them from really being able to scale the service as a full customer channel. Specifically:
- Content on the wall has no permanence. For highly engaged fan pages, the content stays on the wall as little as 2 or 3 hours before it’s effectively lost, since most customers post new questions instead of browsing the archives.
- Content on the wall is not searchable by customers. And because the content constantly disappears on top of this, customers ask and companies answer the same questions over and over, even though the answer already exists.
- The great content that customers create on the Fan page is trapped inside Facebook. There’s no good way to access it otherwise, which means that businesses can’t leverage this valuable content outside Facebook.
Conveniently, those were all problems we had set out to solve with Get Satisfaction. When customers engage with you via our app instead of the Facebook wall, here’s what happens:
- Community knowledge created on your wall becomes permanent, instead of the 2 to 24 hour lifespan of currently created content. All content is permanently hosted inside the Get Satisfaction platform.
- Get Satisfaction displays relevant topics and answers to get the customer the right information and prevent duplicate posting. When a customer posts a question, problem, idea, or praise, the app first searches against the existing topics before posting the new topic – just like on the hosted version of the app.
- Content created in Facebook gets stored in Get Satisfaction, so it can be syndicated outside of the Facebook experience. This means you can dynamically repurpose the conversations your customers have anywhere on your website or inside your internal CRM systems – for product marketing, for service and support, or for identifying customer advocates.
Available to buy today is the first version of our app, the Social Engagement Hub for Brand Fan Pages. This is a highly customizable version of the application, designed for larger brands to engage their customers on a per-brand or per-campaign basis. The Social Engagement Hub is available in conjunction with our Enterprise offering – contact our sales team if you’re interested.
In the coming weeks we’ll also be launching our Support Tab for Small Business Fan Pages. This version is optimized for small to medium-size businesses who want to provide customer service and support inside the Facebook Fan page environment as well as on their own site. Social customer service isn’t just for Twitter anymore! The Support Tab will be available as a $99 a month upgrade to any of our paid plans. We’ll be sure to announce here and on our Twitter and Facebook pages when it’s ready to go.
Finally, a shout-out to our awesome partners at Involver, who we partnered with to build the Facebook app. These guys really know their Facebook development, and it shows in the elegance with which they translated the Get Satisfaction interface into the Facebook Fan page environment.
Read the official press release.
Read the coverage on TechCrunch, GigaOM, ZDNet, Mashable, ReadWriteWeb, and VentureBeat.
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