Posts Tagged ‘support’

Back in April, I wrote a post about how important user feedbacks were to us. I mentioned the discovery of the Get Satisfaction service, which is in its own terms 'a place where people can get the most from the products they use, and where companies are encouraged to get real with their customers.' (See how it looks when applied to BeeBole).

The service is also a real open debate since companies cannot hide comments from customers nor censor them.

The Get Satisfaction team has recently added a 'Help Center' functionality. It is an open-source PHP application that pushes the integration of their service in your company environment a little bit further, maximizing your possibilities to customize the look and feel.

All this made me very enthusiastic even more so because everything was free.  Apparently this will however change and I have been told the pricing should become public in a month or so. This raises a question: 'Why should a company pay for a tool that is not under its control?'.

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Getting your feedback is and will be an important point for us. It is not only about correcting bugs. It is also about listening to customers needs, create a real dialogue between users and us, or simply between users.

The first idea was to see how we could use an application such as Facebook and its groups to create a community around BeeBole and BeeLit. The problem is that with Facebook, you can create a community but you get a lot more than that. The product is great but I often surprised myself spending too much time with funny applications compared to the time I had spent on what I was looking for at the first place. So, let's say I have a focus issue with Facebook that is shared among my friends as well.

Then we came across Get Satisfaction, a new service offered on the Internet that did what we were looking for. A few others such as Complaints.com and PlanetFeedback give the same service but Get Satisfaction is the only one without ads.

Once the environment for BeeBole was set up, I seem to have made a mistake and had to take contact with the support. What a surprise ! Two minutes later, I had a first answer from their Community Manager, Eric Suesz, and just after a new email from their CCO and co-founder Amy Muller.

The problem was of course directly solved, the service after tests is great, well thank you Get Satisfaction, you have a new fan.