Comments on: Satisfaction, putting consumers in charge of customer service http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/ News About Tech, Money and Innovation Wed, 25 Nov 2009 02:43:52 +0000 http://wordpress.org/?v=2.8.5 hourly 1 By: The next time you complain about a company on Twitter, Get Satisfaction may be listening » VentureBeat http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-814293 The next time you complain about a company on Twitter, Get Satisfaction may be listening » VentureBeat Thu, 22 May 2008 07:51:54 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-814293 [...] no idea how to do this — if they even knew what Twitter was at all. The more straightforward customer service angle that Get Satisfaction is taking with Overheard should help companies better understand such [...] [...] no idea how to do this — if they even knew what Twitter was at all. The more straightforward customer service angle that Get Satisfaction is taking with Overheard should help companies better understand such [...]

]]> By: Parature raises $16M for customer service software » VentureBeat http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-811666 Parature raises $16M for customer service software » VentureBeat Wed, 07 May 2008 14:39:54 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-811666 [...] (There are other startups trying innovative approaches to customer service too, such as Satisfaction, a San Francisco startup that allows consumers to drive the service process.) [...] [...] (There are other startups trying innovative approaches to customer service too, such as Satisfaction, a San Francisco startup that allows consumers to drive the service process.) [...]

]]> By: PaulStamatiou.com http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-800716 PaulStamatiou.com Sun, 30 Mar 2008 04:36:47 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-800716 <strong>Satisfaction: Slick People-Powered Customer Service...</strong> We all know that customer service is a pain to deal with in most cases; waiting on hold to speak to someone in a noisy call center, not getting your problem solved and just going in circles. Some companies are better at this than others with online for... Satisfaction: Slick People-Powered Customer Service…

We all know that customer service is a pain to deal with in most cases; waiting on hold to speak to someone in a noisy call center, not getting your problem solved and just going in circles. Some companies are better at this than others with online for…

]]> By: VentureBeat » Customer service in Silicon Valley? Who’d of thought http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-759754 VentureBeat » Customer service in Silicon Valley? Who’d of thought Tue, 29 Jan 2008 19:50:52 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-759754 [...] Full disclosure: Satisfaction is led by Thor Muller, who is an advisor to VentureBeat. See our coverage of Satisfaction here. Tagged N/A VentureBeat [...] [...] Full disclosure: Satisfaction is led by Thor Muller, who is an advisor to VentureBeat. See our coverage of Satisfaction here. Tagged N/A VentureBeat [...]

]]> By: BobP http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-715836 BobP Fri, 04 Jan 2008 07:02:42 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-715836 I'm with Mahasureshi - my experience with Satisfaction is almost non-existent but it feels too much like voice-mail at a major telco. I've got another beef - I signed up for an account using an email address I was faintly comfortable using with the small startup that was using this tool, but never would have used had I realized that I was part of this "satisfaction" startup. I eventually found a phone number and will call tomorrow and see if I can get my account records purged. I'm sure there's a niche for this kind of service, but I don't want to be in it. I’m with Mahasureshi – my experience with Satisfaction is almost non-existent but it feels too much like voice-mail at a major telco.

I’ve got another beef – I signed up for an account using an email address I was faintly comfortable using with the small startup that was using this tool, but never would have used had I realized that I was part of this “satisfaction” startup. I eventually found a phone number and will call tomorrow and see if I can get my account records purged.

I’m sure there’s a niche for this kind of service, but I don’t want to be in it.

]]> By: VentureBeat » Satisfaction, the Web 2.0 customer service site, raises $1.3M http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-530658 VentureBeat » Satisfaction, the Web 2.0 customer service site, raises $1.3M Thu, 13 Sep 2007 04:04:15 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-530658 [...] reviewed the company two months ago. Satisfaction creates customer support pages for companies and their products. But it goes beyond [...] [...] reviewed the company two months ago. Satisfaction creates customer support pages for companies and their products. But it goes beyond [...]

]]> By: Ernest Berghof http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-400224 Ernest Berghof Thu, 09 Aug 2007 18:09:39 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-400224 Web 2.0 technology and techniques are perfect for customer support. All of us in technology learned long ago the best place to get your answer is a user forum. Yes, the classic user forum, 1990's technology. What Web 2.0 brings to the table is a new set of tools, techniques, and models to create, search, and present user generate content - including support information. Think of it as a social support community. Users, super-users, and product/brand advocates have always built support communities. What has changed is the technology that makes this work. That is what Web 2.0 is all about - empowering communities with better social interaction options. Satisfaction is on the right track. Web 2.0 technology and techniques are perfect for customer support. All of us in technology learned long ago the best place to get your answer is a user forum.

Yes, the classic user forum, 1990’s technology.

What Web 2.0 brings to the table is a new set of tools, techniques, and models to create, search, and present user generate content – including support information.

Think of it as a social support community.

Users, super-users, and product/brand advocates have always built support communities. What has changed is the technology that makes this work. That is what Web 2.0 is all about – empowering communities with better social interaction options.

Satisfaction is on the right track.

]]> By: benko http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-383635 benko Thu, 26 Jul 2007 09:40:45 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-383635 Not sure where GS is going to fit in. Community based Q&A are in abundance: Yahoo answers, answerbag and Yedda (who are doing a fantastic job). Support forums are also becoming very popular with allexperts, fixya and techlore. So I really don't see where another site is going to fit in this flooded industry. Also, I like their creative work but it will relate to extremely savvy users. These will never grow into a huge community. In short, the web2.0 bubble is reaching new levels and I expect a very near clash. Not sure where GS is going to fit in.
Community based Q&A are in abundance: Yahoo answers, answerbag and Yedda (who are doing a fantastic job).
Support forums are also becoming very popular with allexperts, fixya and techlore.

So I really don’t see where another site is going to fit in this flooded industry.
Also, I like their creative work but it will relate to extremely savvy users. These will never grow into a huge community.

In short, the web2.0 bubble is reaching new levels and I expect a very near clash.

]]> By: Orli Yakuel http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381802 Orli Yakuel Tue, 24 Jul 2007 09:30:26 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381802 Amy, Thanks for the information. I really love to give it a try my self. Amy,

Thanks for the information.
I really love to give it a try my self.

]]> By: Michael Bazeley http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381743 Michael Bazeley Tue, 24 Jul 2007 07:49:33 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381743 We talked to some of the Satisfaction founders about their new venture in May. They had not yet finished building the service, but they spoke at length about the idea behind the company. Click my name above to get to the video. We talked to some of the Satisfaction founders about their new venture in May. They had not yet finished building the service, but they spoke at length about the idea behind the company. Click my name above to get to the video.

]]> By: Amy http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381208 Amy Mon, 23 Jul 2007 20:36:19 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381208 Hi Orli, Satisfaction is not a Wufoo product. We used Wufoo to manage our beta list email collection. Best, Amy CCO, Satisfaction Hi Orli,

Satisfaction is not a Wufoo product. We used Wufoo to manage our beta list email collection.

Best,
Amy
CCO, Satisfaction

]]> By: Matt Marshall http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381163 Matt Marshall Mon, 23 Jul 2007 19:20:54 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381163 Orli, Nice. I'm going to have to talk with Thor, since he designed this page too :) Orli,

Nice. I’m going to have to talk with Thor, since he designed this page too :)

]]> By: Jonathan http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381161 Jonathan Mon, 23 Jul 2007 19:19:28 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381161 Hi Mahasureshi. I've often found the opposite to be true: for simple consumer problems I can get a good answer from someone reading a script in a call center, but for complex problems I have more success asking another professional who has encountered and solved the problem. True openness also brings the real contact info to the surface rather than burying it. It used to be nearly impossible to find a customer support phone number for big web companies but now there are plenty of blogs that make a practice of publishing information that companies try to keep hidden. Of course there are always issues that need to be addressed by the company, but by letting consumers get involved the number of such issues goes down and the company can concentrate on the most complex and important issues. (Note that I'm a big believer in Satisfaction because I helped build it before it spun off from Rubyred.) Hi Mahasureshi.

I’ve often found the opposite to be true: for simple consumer problems I can get a good answer from someone reading a script in a call center, but for complex problems I have more success asking another professional who has encountered and solved the problem.

True openness also brings the real contact info to the surface rather than burying it. It used to be nearly impossible to find a customer support phone number for big web companies but now there are plenty of blogs that make a practice of publishing information that companies try to keep hidden.

Of course there are always issues that need to be addressed by the company, but by letting consumers get involved the number of such issues goes down and the company can concentrate on the most complex and important issues.

(Note that I’m a big believer in Satisfaction because I helped build it before it spun off from Rubyred.)

]]> By: Orli Yakuel http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381115 Orli Yakuel Mon, 23 Jul 2007 17:28:22 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381115 I've just noticed this is a Wufoo product. that's interesting. BTW, the Venturebeat special page, looks kinda better then your webpage now :-) I’ve just noticed this is a Wufoo product. that’s interesting. BTW, the Venturebeat special page, looks kinda better then your webpage now :-)

]]> By: Mahasureshi Shiva http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/comment-page-1/#comment-381108 Mahasureshi Shiva Mon, 23 Jul 2007 17:04:11 +0000 http://venturebeat.com/2007/07/23/satisfaction-putting-consumers-in-charge-of-customer-service/#comment-381108 Consumer-driven customer support is MADDENING! It's great for the common problems, but aweful for specific problems that professionals have. Burying actual contact information so customers have to hide-and-seek makes me give thumbs down to outfits that employ this strategy. Consumer-driven customer support is MADDENING! It’s great for the common problems, but aweful for specific problems that professionals have. Burying actual contact information so customers have to hide-and-seek makes me give thumbs down to outfits that employ this strategy.

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