Now you can reduce one-to-one case volume and resolution time by featuring Get Satisfaction community discussions inside your Assistly customer service center. With this integration, your customers can submit a query once to search both the Get Satisfaction community and the Assistly support knowledge base. As a result, customer service agents experience lower case volume and customers find the information they need.
Full text of the press release: (here’s a PDF)
Assistly and Get Satisfaction Partner to Create All-in-One Customer Service Center
Combines Get Satisfaction Community Wisdom with Assistly Knowledge Base
San Francisco, Calif. – March 10, 2011 – Get Satisfaction, a leader in Social CRM, and Assistly, a company focused on helping progressive organizations deliver Customer Wow, have partnered to integrate Get Satisfaction’s community-based support with Assistly’s knowledge base. Now customers will be able to browse and search community topics and the support knowledge base in one place.
Companies that have accounts at both Get Satisfaction and Assistly can link their accounts to consolidate both community topics and knowledge base support. These companies can now present their customers with a single Help Center. Customers will be able to serve themselves by browsing and searching community topics and the knowledge base from one location, a more efficient and
social approach for customers and service agents alike.
“In the past year, our customer base has grown threefold and our order volume has gone up by 500 percent,” said Ahmad Kiarostami, CEO of Fotomoto.com, a beta customer of the integration. “But thanks to Assistly combined with Get Satisfaction, the support team receives fewer support tickets than they did a year ago.”
Key benefits of the integration:
- Customers have access to community wisdom as well as topics from the knowledge base in a convenient and
- Customers help themselves and participate using a logical alternative to more expensive one-on-one support
- Front-line service agents have more time to focus on high priority issues
- Customers can share, ask questions, look up answers, and feel like they are a part of your
A few simple clicks will link a company’s Get Satisfaction and Assistly accounts, placing Get Satisfaction’s community-based topics on the same page as the company’s Assistly knowledge base. The product integration is offered at no additional charge. All that is required is a paid Get Satisfaction plan and an Assistly account of any level. More information and customer examples are available online at http://getsatisfaction.com/partners/assistly and http://assistly.com/partners/getsatisfaction.
About Get Satisfaction
Get Satisfaction is a simple way to build online communities that enable productive conversations between companies and their customers. Nearly 50,000 companies use Get Satisfaction to provide a more social support experience, build better products, increase visibility and improve customer loyalty. Get Satisfaction communities are available at getsatisfaction.com.
Assistly’s best-in-class customer service and support platform helps progressive companies deliver real time Customer Wow. Assistly
monitors all customer interactions—from email, Twitter, Facebook, chat, phone, and more—and presents them in a single collaborative desktop. Front-line agents handle issues confidently through an airtight ticket management system, and any employee can connect with customers through an easy-to-use customer support help desk.
For Get Satisfaction:
Isabel Fox, IF Communications