Simplified Search, Federated Search, and New Formatted Header Message added to our Facebook App

We released some great improvements to our Facebook application that are available as of today. These updates include a simplified search box, federated search results, and a new formatted header message. Read on to learn more about these new additions.

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Simplified Search Experience

We added the option to display a simplified search and compose box in place of the “feedback form” layout. Most users are comfortable with search and find it less intimidating or committal than initiating a post, so we hope this gets more users into the flow of articulating what they need help with. You can configure what type of conversation the new post will be created as (e.g. Question, Idea, etc.) depending on your team’s particular workflow. The simplified search box is actually the default layout in our new mobile app (released just last week).

Simplified_Search_Facebook

Simplified search box with customizable prompt

Federated Search Results

If you’re on an Enterprise plan, you may already be using our Federated Search feature that allows you to surface content from your existing systems (e.g. knowledge bases, help sites, etc.). When users initiate a search or post in the community, we show them matching results from both the community and your existing systems. It’s an excellent way to leverage your existing investments. In this release, we’ve re-formatted these results to give them more prominence. Users will see your federated search results right next to results from the community and can preview those results before clicking through to them.

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Federated search results displayed next to community results

New Formatted Header Message

In addition to displaying a header image at the top of your application to highlight your branding, you can now also include an HTML formatted message that displays as well. For instance, you may want to provide a welcome message to users, highlight common or known issues, display other prominent announcements, or provide links to resources that users may find beneficial (like training videos or your help section).

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New header content can be formatted with HTML

Give it a Try Today!

If you have a Facebook fan page and haven’t installed the Get Satisfaction Facebook app yet, now’s a great time to try it out! You can be up-and-running in just a couple minutes. All paid plans, including our Small Business plan, include the Facebook app and start with a 30-day risk-free trial. Learn more about the plans we offer.

As always, let us know what you think in our community!

Posted in Facebook, General, Product Updates

Introducing the New Mobile Version of Get Satisfaction

The mobile revolution is driving the “re-imagination of nearly everything”. Whether it’s social networking, media consumption, online shopping, or hailing a cab, every aspect of the online experience is impacted by the ubiquity of mobile computing. When consumers have a question about a product they’re evaluating or a problem with a product they already own, they increasingly use their mobile device to reach out to others for help. As a result, it shouldn’t be a surprise that we’ve seen mobile visits to Get Satisfaction communities almost double over the past year. That’s why we’ve re-imagined the Get Satisfaction mobile experience to ensure that interaction is an optimal one.

We’re very excited to announce the release of a completely redesigned and rebuilt Get Satisfaction mobile community experience! Your customers will now see a mobile optimized website when accessing your community from an iPhone, iPod, or Android device. This feature is now available at no additional cost on all plans — including our $0/month Limited plan! Read on to learn how the new mobile experience provides easier discovery and navigation, better support for your most active users, and a new sub-community experience designed around categories. And, most importantly, learn how this new experience is the basis for a completely new community application built on responsive design principles.

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Easier Discovery and Navigation

Communities are invaluable for support and marketing organizations because they are a crowdsourced content generation machine. You naturally build fresh content in a format that other customers love. But it’s only useful if those customers can find it easily! With this release, we added several features to help orient new users to the community and help new and old users discover and navigate content they might find useful.

  • Community and Category Information: We want new users to know that the community is the best (and official) place to get an issue or query resolved. We now display your company’s logo, your message to community members, your category logos, category descriptions, and have detailed pages including the support links you’ve configured for both the community and individual categories.
  • Simplified Search Experience: We simplified the search and compose box by making it look more like search. Most users are comfortable with search and find it less intimidating or committal than initiating a new post, so we hope this gets more users into the flow of articulating what they need help with. And if they can’t find an existing conversation that addresses their issue, they can proceed to create a new conversation. We also added a new Preview capability in the posting process to help prevent users from making mistakes (a much requested idea from our customers).
  • Related Conversations and Category Navigation: Given that over 30% of pageviews on our mobile site originate from a major search engine and lead directly to an individual conversation page, we want to ensure that the conversation page was a great entry point into your community rather than being a dead-end. We now give users a quick way to discover content that might be relevant to them by showing a list of Related content. We also display categories more prominently at the top of the page to serve as a navigational element rather than just as meta-data. Instead of clicking the back button to continue their search on Google or Bing, users are now more likely to continue their discovery process by browsing through content in the community.

community_overview   Related Content   Category Navigation   preview

 

Better Support for Your Most Active Users

Champions and other experts are the lifeblood of your community. They multiply your efforts as a community manager by making new members feel welcome, by answering questions, and by sharing their experience — all without your prompting! Taking care of these users is critical. So we’ve added several features to better support them.

  • Monitor followed conversations: Your experts can now see a page listing the conversations they care about most. By tapping on their profile icon in the top nav bar, they can access a page showing all the conversations they follow ordered by recent activity.
  • Recent conversations plus sorting and filtering: Your most active users never want to miss a beat in the community. We’ve added the much-requested Recent view showing a list of the most recently actively conversations. Plus, new sorting and filtering options give those users a handy way to find questions they can answer or problems they can solve.
  • Reply and conversation voting improvements: You can now recognize your best users for their contributions via reply starring. Each reply has a star icon allowing users to recognize good answers or points. And we’ve incorporated improvements (based on your feedback) to allow users to me-too a praise conversation and undo a me-too of any conversation.

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Categories as Sub-Communities

Our customers frequently use Products and Services to better categorize content. In fact, nearly half of all communities have been configured this way.  If you manage one of these multi-product communities, it’s possible that your products are completely unrelated. You want to provide customers with a great entry point into the community that’s focused on the product they care about most while shielding them from conversations that aren’t relevant to them. Our customers have been asking for a better landing experience for these types of users. We listened and category sub-communities are the result.

With this release we’re expanding on Products and Services and introducing the concept of Categories. Categories will allow you to curate and organize the conversations users create. You might have a category focused on a particular product you offer (e.g. “Snagit for Windows”, “CoPilot Live v8 for Android”) or you might have a category focused on a topical area (e.g. “FAQ’s”, “Troubleshooting”). In either case, your users will be able to browse, search, and start conversations within a sub-community focused on that category area. We’re starting with support for Products and Services, but as we continue to build out our new business user applications you’ll see more options become available.

Here’s more on what the category sub-community experience includes:

  • Category specific browsing: When a user views the category page, they are able to browse conversations the same way they do for the overall community by recency or with sorting and filtering capabilities. Your product champions are able to more easily track the latest activity and jump in on the most relevant conversations.
  • Category scoped search: Users now have the ability to search within a category. The same search and post prompt that appears on your community’s homepage is available to users from the category page. Search results are filtered by that category and users can broaden their search to the entire community if they can’t find what they’re looking for within the category.
  • Category scoped conversation posting: When a user initiates a search within a category and then proceeds to create a new conversation, the new conversation is automatically associated with the category from which they started their search.

category_overview

Support for iOS and Android

The new mobile site supports iPhone (5.1.1+), iPod (5.1.1+), and Android (2.3.3+). Users that access your community on one of these supported mobile devices are automatically redirected to this new version of the community. Although we redirect to the mobile site only for these browsers, the site is built using HTML5 standards and supports most modern Webkit-based browsers. Over time, we plan to open up official support for other devices as well.

 

Beginnings of the New Responsive Community Experience

We’re especially excited that this mobile-optimized site represents the first version of our totally new community application. Leveraging responsive design principles, this single application will evolve to support larger screen sizes, including tablet and desktop displays. Given that we’ve seen the number of unique mobile devices visiting communities more than triple over the past year, we’re confident this responsive design approach will allow us to support the increasing proliferation of devices on the market and provide a consistent user experience regardless of the device. We’ll be making these changes iteratively over the next few weeks and months. But this is an exciting first step that reflects our truly mobile-first approach.

 

What Do You Think?

The new mobile application is available as of today on all plans, including our $0/month Limited plan, private communities, and localized communities (Spanish, German, Norwegian, etc.). Grab your iPhone, iPod Touch, or Android device and give it a whirl by accessing your community. Or try it on ours – https://getsatisfaction.com/getsatisfaction. And as always, let us know what you think in our community!

Posted in General, Product Updates

Getting Started – Community Setup Enhancements!

Excited to announce the release of next version of our Getting Started app!

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Getting Started is an easy way to set up, seed, and grow a new community. The app helps community owners fill their communities with all the elements that we know help communities flourish: relevant, engaging content and a supportive, active user base.

As a community owner you know how important it is to have an open conversation with your customer about your brand and to offer them a community where they are encouraged to share their feedback with you. What better place to have a conversation about your brand than on your own website? In fact, our research shows that the #1 place your customers look for community engagement is on your web site!

With the latest release of Getting Started we have introduced a new section in the App called Engage. The Engage section provides Community owners a simple and easy mechanism to configure an Engage Feedback Tab widget. You’re able to rename the label on the tab, customize background color and font, as well as specify the position where you want to place this Feedback Tab on your site. In addition, you can also preview how this tab will look in the browser based on your customizations. Once you have applied the customizations, generate the tab code by clicking the Get Code button in the app, and then paste the code on your site.

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Get started today!
Click here to know more about Getting Started or here  to configure other types of Engage widgets to get the conversation going!

Posted in General

Community Health Analytics 2.0

We are excited to announce a new version of Community Health Analytics (CHA) that we launched in Beta over the holidays!

Community Health Analytics is a rich analytics solution that lets you (as a business user) gain insights about your community and use metrics to derive better results for your business. Using the CHA dashboard, you can drive product innovation, and deliver a better customer experience.

This product is offered in two formats: an Enterprise Dashboard offered to enterprise customers who have purchased this option, and a Small Business Dashboard that is included on all small business plans (and available to enterprise customers who have not purchased the Enterprise Dashboard).

What is new?

The latest version of the product uses single sign on (SSO) to let you view all your metrics within the Get Satisfaction platform. User management is automatically taken care of by the app. That means when a new employee or moderator joins the community, they are automatically given access to the CHA dashboard.

Key Metrics
The dashboard provides a variety of metrics you can use to drive your community management process.

1) Determine your Community Health: You can view basic usage metrics such as page views (broken down by page type), new users, new topics, user activity, topic activity, NPS score. You can use these metrics to help identify trends in the community as it relates to both topics and users. Many of these metrics are based on your own Google Analytics tracking codes embedded into the community–we pull that data and use it to calculate the community health values.

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2) Monetize your Community Data: Using the metrics found in the search analytics tab, you can now get insight into what your customers and prospects are looking for, who are your champions, and which active users are good candidates to become champions. You can pinpoint products of interest and gauge the sentiment in the community.

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3) Help meet Service Level Agreements (SLA’s): You can see metrics related to response rates–how quickly to new topics do consumers and community managers reply? In addition, using metrics found in the leaderboard section, you can see which employees are most efficient. The Self Organization metric tells you what percentage of questions are self-solved verses requiring employee involvement. By looking at the Topics by Hour Created, you can see when consumers are most engaged and when you might need to add more support help.

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4) Know Who and Where your Customers are: Now you can see how a user gets to your community (for example, via direct navigation or via search). You can also see the consumer touchpoints that are most active–the Get Satisfaction Web App, an Engage widget embedded in your website, mobile users, or social media.

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If the multitude of built-in reports aren’t enough, you can now modify existing reports, build custom reports, and view the metrics over a wide date range (depending on your plan type). You can download these reports in various formats and share them with key stakeholders within your organization.

Major feature comparison between the Small Business and Enterprise Dashboard

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Posted in General, Product Updates

Getting Started – Community Setup in 3 Simple Steps

We are very excited about our new Getting Started! app that we launched over the holidays.

Getting Started is a quick way to create, seed, and grow a new community. The app helps community owners fill their communities with all the elements that we know help communities flourish: relevant, engaging content and a supportive, active user base. As an admin, you can build your community in three easy steps. First, configure the basic details describing the community.  Second, you can seed the community with pre-existing content. And finally, you can invite customers and partners to join and participate. We also guide you through the process with helpful tips, tracking your progress for you with a handy task list. Below you can find out more about what to expect from this new app and how to get started!

Get started in 3 easy steps
As soon as you signup for a new community, you’ll automatically be redirected to the Getting Started app. You will be provided with a quick overview of tasks to complete. As you complete each task, our friendly robot, JarGon, will offer helpful tips to make the process easier. In addition if you need to continue your setup process at another time, you can easily access the app by clicking on the Getting Started link in your community’s admin section.

Setup
The first step in the app is Setup. Here, you can upload your company’s logo, describe your community, update your business hours of operation, and add links to other resources and social media sites your brand participates in. This is a great way for you to tell your customers what you’re hoping to achieve with your community, set the tone for conversations, and link to existing assets.

Content
Once you’ve added company specific information, seed your community by creating categories and topics of conversation and assigning one or more of these categories to the newly created topics. Categories can be products that your company sells or services that you offer. Topics of conversations are questions, problems, ideas and praise that the Get Satisfaction platform supports. Use questions or problems to share pre-existing FAQ content or share praise or ideas that you previously received from your customers. Once topics are created, share them easily in your Twitter stream or Facebook Fan page.

Based on an analysis of hundreds of communities, we’ve found that communities with 20 or more conversations have significantly higher engagement and user participation levels. Customers are highly likely to post in those communities that have high engagement level and active employee participation with the anticipation that their questions will be answered. In addition, seeding your community with topics of conversation is an excellent way of surfacing your community to people who are searching for you via other search engines such as Google.

Invite
Now that you have seeded your community, you are one step away from an engaged community. Use the invite section to invite prospects and existing customers to contribute to the community. The invite functionality provides a quick way to select contacts from your Gmail account and automatically creates a friendly welcome message with a link to your community that you can send to your contacts. The welcome email gets sent using your own email client, so you can customize the message before sending it.

Get Started today!
This app is currently available to all communities on all plan levels with the exception of FastPass/Private communities. Creating and setting up a successful community is now only three steps away.

 

Posted in General
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