Welcome!

Cognitive Computing Authors: Patrick Hubbard, Jyoti Bansal, Pat Romanski, Elizabeth White, Lori MacVittie

News Feed Item

Get Satisfaction Delivers New Features in Its Enterprise Community Platform That Drive Customer Engagement and Provide Advanced Customer Support

SAN FRANCISCO, CA -- (Marketwired) -- 08/19/14 -- Get Satisfaction, the leader in online community platforms, today announced new additions to its flagship product. New features support the ability to rapidly deploy new communities; drive member engagement; and provide a modern, responsive, and cost-effective way of supporting customers.

In a recent survey of community managers, more than 50% said that driving customer engagement was their number one challenge. In today's do-it-yourself, instant-answer world, customers demand fast resolution to questions and problems. They make rapid decisions about what to buy by talking with others. New features in Get Satisfaction that address these needs include gamification, support for rich media content, and the ability to create private communities. In addition, numerous tools for community managers help increase member engagement and provide faster answers to member questions and support issues.

"Get Satisfaction has been recognized as the online community platform that delivers the fastest time-to-value," said Rahul Sachdev, CEO of Get Satisfaction. "Our most recent enhancements to the product help companies get their communities up and running more quickly and make them easier to manage. Community managers can better recognize and reward members and guide conversations that deliver measurable outcomes. Community members benefit from having their questions answered more quickly. Everyone wins."

New features include the following:

  • Gamification motivates subject matter experts to increase involvement.
    • A community leaderboard showcases the most helpful and valuable members.
    • Reputation data allow members to gauge the credibility and trustworthiness of an expert's commentary.
  • Engagement tips and email triggers encourage members to be more active in a community.
  • Support for rich media makes it easy for users to add videos and photos to share advice, explain their problems, and give how-to instruction.
  • Private communities allow companies to augment their public customer community with private communities for special needs, or invitation-only access. Examples include beta testers, partners, and VIPs.
  • Assignments shorten case resolution time when community managers quickly route specific topics to employee experts.

Customer Feedback
To see what customers are saying about the product, visit the Get Satisfaction community.

New Platform Designed for the Enterprise
Last year, Get Satisfaction announced a major release of the platform that addressed the advanced needs of enterprise customers. The new platform is in use by hundreds of companies today and includes:

  • A mobile deployment option that delivers a responsive user interface that support any device or operating system on any sized screen.
  • Support for 12 languages including English, Danish, Dutch, French, German, Finnish, Italian, Japanese, Norwegian, Portuguese, Spanish, and Swedish.
  • Integration with enterprise applications including leading CRM, analytics, product development, and social media such as: Citrix, Desk.com, Facebook, GoodData, Google Analytics, HootSuite, Jira, Marketo, Salesforce, SugarCRM, Yammer, and Zendesk.
  • Built-in SEO that ensures public community comments rank highly within search engines.
  • Tools for community managers:
    • Champion badges are used to promote experts to Champion status for recognition and special privileges.
    • Q&A tools provide the ability to capture, organize, and automatically share commonly-asked questions.
    • Crowd-sourcing and idea generation tools help solicit input on key topics to gather insights, plan, and resolve problems faster.
    • Insights include analytics dashboards of key metrics on community performance and engagement. They include 100 pre-defined reports plus the option to build custom reports. The dashboard integrates with Google Analytics and tracks visits, users, page views, conversations, user sentiment, and more.

About Get Satisfaction
Based in San Francisco, Get Satisfaction provides an online community platform connecting companies with customers to foster relationships that unlock new value for both sides. Companies of all sizes and industries -- from Intuit, Kellogg's and P&G to Sonos, HootSuite and SugarCRM -- rely on Get Satisfaction to deliver online communities that modernize customer support, accelerate sales, differentiate their brand, and inspire new innovations. Get Satisfaction's community platform offers the fastest time to value for companies ready to embrace the way today's customers want to engage.

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@ThingsExpo Stories
Discover top technologies and tools all under one roof at April 24–28, 2017, at the Westin San Diego in San Diego, CA. Explore the Mobile Dev + Test and IoT Dev + Test Expo and enjoy all of these unique opportunities: The latest solutions, technologies, and tools in mobile or IoT software development and testing. Meet one-on-one with representatives from some of today's most innovative organizations
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in Embedded and IoT solutions, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 7-9, 2017, at the Javits Center in New York City, NY. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology, is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, HPC and E...
SYS-CON Events announced today that Linux Academy, the foremost online Linux and cloud training platform and community, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Linux Academy was founded on the belief that providing high-quality, in-depth training should be available at an affordable price. Industry leaders in quality training, provided services, and student certification passes, its goal is to c...
IoT is at the core or many Digital Transformation initiatives with the goal of re-inventing a company's business model. We all agree that collecting relevant IoT data will result in massive amounts of data needing to be stored. However, with the rapid development of IoT devices and ongoing business model transformation, we are not able to predict the volume and growth of IoT data. And with the lack of IoT history, traditional methods of IT and infrastructure planning based on the past do not app...
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
"A lot of times people will come to us and have a very diverse set of requirements or very customized need and we'll help them to implement it in a fashion that you can't just buy off of the shelf," explained Nick Rose, CTO of Enzu, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
WebRTC sits at the intersection between VoIP and the Web. As such, it poses some interesting challenges for those developing services on top of it, but also for those who need to test and monitor these services. In his session at WebRTC Summit, Tsahi Levent-Levi, co-founder of testRTC, reviewed the various challenges posed by WebRTC when it comes to testing and monitoring and on ways to overcome them.
Every successful software product evolves from an idea to an enterprise system. Notably, the same way is passed by the product owner's company. In his session at 20th Cloud Expo, Oleg Lola, CEO of MobiDev, will provide a generalized overview of the evolution of a software product, the product owner, the needs that arise at various stages of this process, and the value brought by a software development partner to the product owner as a response to these needs.
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, introduced the technologies required for implementing these idea...
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web co...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
While not quite mainstream yet, WebRTC is starting to gain ground with Carriers, Enterprises and Independent Software Vendors (ISV’s) alike. WebRTC makes it easy for developers to add audio and video communications into their applications by using Web browsers as their platform. But like any market, every customer engagement has unique requirements, as well as constraints. And of course, one size does not fit all. In her session at WebRTC Summit, Dr. Natasha Tamaskar, Vice President, Head of C...
Who are you? How do you introduce yourself? Do you use a name, or do you greet a friend by the last four digits of his social security number? Assuming you don’t, why are we content to associate our identity with 10 random digits assigned by our phone company? Identity is an issue that affects everyone, but as individuals we don’t spend a lot of time thinking about it. In his session at @ThingsExpo, Ben Klang, Founder & President of Mojo Lingo, discussed the impact of technology on identity. Sho...
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain. In this power panel at @...
With all the incredible momentum behind the Internet of Things (IoT) industry, it is easy to forget that not a single CEO wakes up and wonders if “my IoT is broken.” What they wonder is if they are making the right decisions to do all they can to increase revenue, decrease costs, and improve customer experience – effectively the same challenges they have always had in growing their business. The exciting thing about the IoT industry is now these decisions can be better, faster, and smarter. Now ...
WebRTC is about the data channel as much as about video and audio conferencing. However, basically all commercial WebRTC applications have been built with a focus on audio and video. The handling of “data” has been limited to text chat and file download – all other data sharing seems to end with screensharing. What is holding back a more intensive use of peer-to-peer data? In her session at @ThingsExpo, Dr Silvia Pfeiffer, WebRTC Applications Team Lead at National ICT Australia, looked at differ...
Internet of @ThingsExpo, taking place June 6-8, 2017 at the Javits Center in New York City, New York, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @ThingsExpo New York Call for Papers is now open.
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.