Satisfaction, a San Francisco company that aims to improve online customer service by letting the customers effectively take over the process, has raised $1.3 million seed funding.
VentureBeat reviewed the company two months ago. Satisfaction creates customer support pages for companies and their products. But it goes beyond the standard customer support pages. It gives companies a way to provide answers — but also lets customers answer the questions. The more popular answers get voted to the top of the pile. If a newcomer asks a question that is similar to one already asked, Satisfaction gives the answers already provided.
The funding comes from First Round Capital, O’Reilly Alphatech Ventures, and others including Jeff Clavier, Adaptive Path, Mike Brown, Jason Schultz (EFF)
The company also opened up the site so that anyone can create a customer service site for a company or product (until now it had been in testing, and you had to apply).
The company also has two other new offerings. First, it has released a widget of the customer service page for companies to embed if in their own support pages.
Second, it also lets companies embed a more dynamic FAQ page. Satisfaction assesses the questions that are most frequently asked, and updates the FAQ page in real time — as the issues being asked about change. See below for an example of this being done at a handbag site, Timbuk2.
VB's research team is studying web-personalization... Chime in here, and we’ll share the results.