Satisfaction is a relatively new site (I believe still in beta) that offers “people-powered customer service”. Their site says:
Satisfaction‚Ñ¢ is a new way for customers and organizations to work together to get answers, solve problems, and create new and better products & services.
For both customers and companies, customer service has never been easier (or more fun).
(Hint: It has nothing to do with Twitter.)
- It’s open.
No longer do customer service requests have to go to vague email addresses (do you know who actually reads email@example.com?). Now, your request can be out in the open. People know it has been asked. They can echo their thoughts if they have the same issue. They can offer help if the original poster was simply missing something. But it is out there. You’re not alone. Lots of people need customer support.
- It’s on a third party playing field.
If you posted a question on Ubercorp’s site, they maintain it. They monitor it. They can make your question go away. They can ban your account if they don’t like the question. Here, if you ask a tough question, you won’t just go away. You have a community behind you.
- It works both ways.
The user “goldtoe” is from Twitter. Satisfaction allows him to officially be listed as a Twitter representative. So, if this was done on a blog, the ranter could simply remove comments from the company defending itself. In this case—and this is a testament to goldtoe—there is not ranting here. This is a great dialogue. Which brings me to…
- Conversation is stressed—not rants.
A user is suggesting a feature. The company says they’ve been thinking about that feature, but aren’t sure which is the best way to implement it. So, get this. He asks the community. Really, who knows what users want more than… users?
Obviously, that’s not it. But I’m loving checking the site out so far. I’ve used it to peruse some iPhone conversations. Haven’t contributed yet, but I’m always slow to do that.
I hope to one day have a Satisfaction page that I need to monitor…