- Easy creation of online communities.
- Support referrals by engaging current customers.
- Creating cross-platform experience.
- User-interface appears a bit dated and could use beautification.
- Mobile functionality could improve.
- No mobile app!
- The GetSatisfaction UI for users and administrators is pretty user friendly and inviting. The theme they used and functionality they have put together was thought with the end user in mind.
- The Search feature is one of the key points for GetSatisfaction, with how it suggests potential duplicates or similar threads first, for a user, before creating their own issue or post. This helped eliminate much of the duplicate requests and posts we were receiving.
- The ability to have different levels of administrators for the product allowed us to maintain high level control over certain groups in our organization, delegating different permissions to different teams. We could also promote non-employee users to have some level of control for assistance.
- GetSatisfaction provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need.
- GetSatisfaction was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes when trying to remove components or shift items around.
- The reporting tools for administrators was lacking in the UI, though the API available presented much of the information we wanted. We created a custom solution to call the API and inject the report information from the API into our administration area but we would have much rather had something built in to the product.
- While the search functionality and the way the threads are maintained is the strength of GetSatisfaction, the weakness is the navigation and navigation options. It's easy for a user to post a comment, request, or question, but few people identify the navigation aids in the breadcrumb to allow jumping to specific sections and filters. Navigation could use solid improvements for user experience.
When we first started using the application we had a need for requiring users emails be available, more detailed reporting in the admin area, the ability to add notification posts that would banner at the top, and modals upon login. Unfortunately, these are customizable features you might find in larger scale products that were not available in GetSatisfaction. Thankfully, they improve constantly and addressed the email issue in an update. The other items we were able to customize with some clever scripting.
If options like the above items, or the ability to modularly control the functionality and look and feel are requirements, GetSatisfaction may not be the best solution. It's a great option, though, if you don't need all of that.
- System configuration and day-to-day management is straightforward and intuitive.
- Managing questions, ideas, and reported issues works well even as usage grows over time.
- Automated notifications about site activity and ability to route feedback helps to streamline managing the community.
- Analytics and reports allow you to dig into what's happening on a macro and micro level.
- The basic packages do not include the advanced analytics. Once you start to scale these become very important to managing the community long-term.
- There are limits to how you can engage with or identify specific users for more detailed follow-up. This can be a challenge when trying to resolve an issue.
Now using Get Satisfaction for multiple product communities with varying degrees of usage and configuration. Some additional look-and-feel options or greater flexibility in the design that would be great. But those come at a higher price and weren't something we needed to initial get off the ground and going.
They have recently changed their pricing model so it will be interesting to see what happens going forward. Their basic packages made it a no-brainer to start using the system quickly and start seeing results.
- Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
- Multiple management seats/levels: Get Satisfaction allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
- Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
- Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
- Topic search: The search functionality leaves something to be desired. Sometimes I need to reference a topic that has already been posted, or find a pre-existing topic in order to merge it with a new one, and the search function fails to find the right topic for me, even when I know I'm searching for the correct topic title. I find myself keeping a doc of URLs of my most-referenced topics just in case I need the URL and the Get Satisfaction search fails me.
- Sign-ups: In most cases, users must sign up for a Get Satisfaction account in order to post a question or problem, instead of being able to use their existing credentials for our own websites. Many of our users don't appreciate needing to sign up for an additional service in order to provide feedback on our site(s), or become confused and think they can log in with the credentials from our own service. I believe there is an option to incorporate your site's logins and use a single sign-in feature (at least there used to be), but it was too costly for us.
- No way to turn off comments: I get that it's a community and the point is to offer a place for users to communicate with us, but some company updates invite commentary that we'd rather keep private. It would be nice to have the option of turning off user replies for certain company-sponsored posts and FAQs.
- Transparency—Get Satisfaction allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
- Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
- Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.
- We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
- Connected to Salesforce.
- Allowed users to share their solutions as well.
- Lets companies designate employees on the platform.
- You have to pay more for better users experiences.
- The ability to merge and classify issues was a bother.
- Would have liked more options when it comes to customization.
- It's great at tagging products by user type and question type. We can then pipe this into our support system (e.g if there is a problem with a particular product or service). Great filtering
- Integrates with Gira (ticketing and project management for product teams)
- Offers many widgets to customize look and feel. This is really stellar.
- Our users like it. Easy for them to use.
- Mobile interface. Users have to be authenticated user on our website. In other words, they have to have an account to access the community. We're pushing mobile heavily.
- FastPass (single sign-on widget) doesn’t work on mobile devices. They are going to fix it. This is on the roadmap. When we turn authentication off – spammers.
- Ability to merge questions comments (content) merging or forking was impossible. This has been fixed. We are using for our crowdsourced FAQs.
- Metrics are a bit lacking: how many unique users? How many questions, sentiments? How many repeat users. These are not accurate. Would love to have much better metrics.
- It's an absolutely fantastic tool for an organization to push through change. It helps generate new ideas for product and feedback.
- The technology is easy to use, the user experience pleasing. It allows for great brand adjacency.
- We would like to see some improvements around user identity and its relationship to records in the CRM system (Salesforce.com). There's a representation of a customer in Get Satisfaction - but it may not have a direct record match in Salesforce.com. The integration that exists with Salesforce.com is just for ticketing.
Get Satisfaction Scorecard Summary
About Get Satisfaction
GetSatisfaction is primarily a customer engagement community platform. As such, it competes directly with Lithium and Jive. The platform also has a support function since it allows users to ask each other questions and also connect to a customer support agent.
The product was acquired by Sprinklr in 2015.
Get Satisfaction Competitors
Get Satisfaction Technical Details