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Excellent product but mobile is weak.
Updated December 04, 2014

Excellent product but mobile is weak.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Get Satisfaction

  • 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.
  • Having our clients answer each others questions takes some load of our support team.
• We use a tool called HelpSpot for email ticketing. They have a knowledge base for FAQs but no forum / community platform. Their technology not nearly as good
• We looked at a number of tools that did either FAQ or feedback or community, but none except Sprinklr Modern Care did all of these things.
• Looked at Kissmetrics for feedback. But they only did feedback.
• Localizations capability into Spanish French and German was also very important and this ruled out most vendors.
It's a great too. we are even going to set up separate sites for our international locations.

Using Get Satisfaction

35 - • 35 people to interact with customers in various roles
• Mostly executive management / Product managers and the support team.
1 - That is part of my role.
  • We use Sprinklr Modern Care to power our community site. Our customers can ask questions of each other, give praise, compile FAQs, get answers to questions. It's really a social, customer support site.

Evaluating Get Satisfaction and Competitors

We were using a very inexpensive open source product.

Get Satisfaction Implementation

Powering FAQ took design time and coding. But it was very plug and play. and quite easy.
  • Implemented in-house
•

Get Satisfaction Training

  • In-person training
Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10.

Get Satisfaction Support

They are super responsive and helpful.

Using Get Satisfaction

Management view is nice. It's very easy to navigate.
We would prefer the ability to make inline comments which is not possible right now.
There are some efficiency gains be made. It seems as though there are two many too many screens to go through to accomplish basic tasks.

Get Satisfaction Reliability

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

Integrating Get Satisfaction

  • Helpspot (Userscape). We feed emails to our system. We can see attributes about whats ebeen posted. Reason were doing is for metrics. We can see how many questions are closed by customers etc. Would love to have this in the product. We’re looking at Desk.com (SFDC). Also, Parature. ZenDesk. Use Sugar CRM. Sales team likes it. Not great for support.
  • Very limited integration because of the weakness of our support tool. We feed emails to our system. We can see attributes about whats been posted. We built this integration mostly for metrics. We can see how many questions are closed by customers etc.
  • We’re looking at a replacement help desk / ticketing system. Currently considering Desk.com (SFDC). Also, Parature. and ZenDesk.

Relationship with Get Satisfaction

• They were more flexible in the beginning. If they are doing a beta, they are good about offering it for free (e.g the German version). If legacy customer, continue asking for same pricing.