Introducing Get Satisfaction Mobile

Get Satisfaction is designed to help you be wherever your customers are — and increasingly that’s on mobile devices!  In fact, the number of mobile visitors to Get Satisfaction communities has more than quadrupled over the past year.  And on a percentage basis, it’s almost doubled (from 8% of visitors last year to 15% this year).  So the need for mobile support is growing fast!

With that in mind, we’re very excited to announce the public beta release of Get Satisfaction Mobile!  Your customers will now experience a mobile optimized web experience when accessing your community from a supported mobile device.  This feature is now available at no additional cost on all paid plans.

Read on to learn about some of the highlights of the new mobile solution.

I Need An Answer Now!

Context is incredibly important when it comes to designing user experiences.  And mobile is a great example of how dramatically different context can be when users try to access a Get Satisfaction community.

For instance, your customers could be sitting in their car doing a Google search as they’re re-evaluating which diaper brand they’ll buy, sitting at the bus stop trying to report a problem with a social game they just downloaded, or standing in an aisle of a grocery store trying to get a question answered about the store’s return policy.  The context of those interactions is very different than sitting at a desk at the office.  With mobile, you’re at the point of need — and getting resolution to your issue within moments is critical.

We focused the design of the mobile web app to best help on-the-go mobile users reach resolution as quickly as possible with a minimum of typing and clicks:

• Most relevant topics displayed by default: On the mobile community landing page, users can browse through answered questions, solved problems, in-progress and planned ideas, and recent praise with a quick swipe of their finger.

• Asking a question is front-and-center: If one of the highlighted topics doesn’t meet your customer’s needs, it’s obvious what they should do next — ask their question! We present them with relevant results (as we do on the web, in our widgets, and on Facebook) to further increase the likelihood that they get an answer without doing any additional typing.  And if they can’t find a similar topic, they can easily create a new one.

• Joining the conversation is just a button click away: When a user finds a topic that addresses their need, it’s easy for them to get engaged via the action bar that is always present on topic detail views.  User’s can me-too, follow, share, or reply to the topic, keeping them in the loop as the community helps to resolve topics.

Nothing to Install

There’s nothing for you or your customers to install to get started.  When a user tries to visit your community from a supported mobile device, we automatically redirect them to the mobile version of your community.

Streamlined Login Experience

Authentication is often the biggest point of friction in any user experience.  We’ve tried to minimize that friction by taking a fresh look at the mobile web authentication experience.  We first limited the number of login options to three — Facebook, Google, and Get Satisfaction — as these are by far the most used across all communities.  Second, we made both Facebook and Google true one-click logins by removing the need to prompt users for their email address in an extra step.  We expect this more streamlined login flow to decrease abandonment and increase engagement in communities.

Automatic Capture of Device Information

The first question that many companies have for users that post topics in their community is what device they’re using. Fortunately, we capture that for you automatically!  We now capture and display user agent information right on the topic in the moderation sidebar.  This allows you to see what mobile device and browser the user posted the topic from, saving both you and your users a step in reaching resolution.

Browser Support & Availability

The mobile web app is available immediately on all paid plans.  The app currently supports iPhone and iPod devices.  We’ll soon be adding support for Android.  Stay tuned for updates as we add new features during the beta period.

What Do You Think?

Grab your iPhone or iPod Touch and give it a whirl by accessing your community or try it out in ours — http://getsatisfaction.com/getsatisfaction.  And as always, let us know what you think in our community!