We’re very excited to announce several great improvements to our Facebook application that are available as of today. These product updates include enhancements to help drive quicker resolution, support for single sign-on, and improvements to the user experience.
Drive Quicker Resolution by Collecting Additional Data
Get Satisfaction has always been designed to help drive resolution and outcomes (rather than just ongoing discussion). With this new release, we’ve added several features to help you and your customers get to good outcomes as quickly as possible.
End-User Product Selection: For multi-product communities (i.e. ones that are supporting multiple distinct products) that have a single Facebook brand page, your customers can now get more targeted support in the Facebook app. Now, when your customers view your Facebook app, they’ll be prompted to select the product they use right as they’re asking their question. We’ll filter the search results based on that product, providing them with more relevant results. This is a great addition to an existing feature that allows you to filter the entire app by a single product, which is great for communities that have a different fan page for each of their products. You can even specify the prompt presented to users when they select the product, so you can keep everything in-brand.
Configurable Prompt for Additional Data: It’s really common to need to clarify questions and problems that users report in your community. Unfortunately, as a community manager, you probably find yourself asking the same clarifying questions on almost every post. For instance, “what version are you on?” or “what browser and operating system are you using?” are common clarifying questions. Now, you can configure a single question that we’ll prompt end-users with as they’re posting a new topic. The answer to the question will be added as a public tag on the topic when it’s posted.
Private Feedback: Not all your customers are comfortable posting their feedback publicly in the community. But you still want to hear from them! That’s why we’ve added Private Feedback to our Facebook app. You can now give customers an option when composing their feedback to submit their post directly to you via email instead of in the community. We’ll prompt them for their name and email address and will package up the topic into an email that’s sent to your community’s configured feedback email address. This is a great compliment to our Private Feedback feature in our Engage widgets.
Single Sign-On Support
If you have a community that requires users to login using single sign-on (SSO) to your site, you’ll be happy to hear that we’ve added support for SSO using FastPass to the Facebook app. If you have a FastPass restricted community, you can now install our Facebook app on your fan page and direct your customers to ask their questions there (instead of on your wall).
Improved User Experience
Our new Facebook app was built from scratch so that we could better ensure a consistent, reliable experience for your customers. In addition to some of the great feature additions above, we also took the opportunity to improve the user experience as well — both on the back-end and front-end.
Improved Performance: The new Facebook app now runs entirely on Get Satisfaction’s own platform, built on top of the same API’s that run our Engage widgets. The result is a faster experience for your customers and one that has minimal data latency. The previous version of our app took up to an hour (or more) for activity in the community to be reflected in the Facebook app. Updates in the community are now reflected in the Facebook app immediately.
Shares and Topics Displayed in Facebook: We’ve changed the application so that almost all actions keep your users in the context of Facebook rather than linking them out to the web version of your community. Your users can infinitely page through topics in the community. They can view community announcements and other topics in the app itself. And when they share content to their walls, the shared link takes the user’s friends to the Facebook app and automatically opens the appropriate topic in an overlay.
Visual Design and Flow Changes: We’ve made several changes from a visual design and flow perspective that should make your fans feel even more at home in your community. We’ve updated the look-and-feel of the app to be more consistent with Facebook’s current design. We’ve updated the topic posting flow to allow users to preview their topic before submitting it. And we’ve added success messages after a user submits a post to let them know what to expect next.
Easier Administration: You’ll now see that the installation and configuration process is consolidated within the admin section of your community, giving you a single place to go when you need to make updates. Admins can see a list of all the fan pages they’ve installed the app to and can edit the configuration for each.
Get Started Today!
If you’re new to Get Satisfaction or haven’t installed our Facebook application yet, now’s a great time to get started. You can be up-and-running with the Facebook app within minutes. If you’re on a supported plan, simply click on Facebook in the left nav of your community’s admin section. You’ll need to login as the admin of your fan page, grant access, and we’ll install the app for you. You’ll then be able to customize the app to meet your community’s needs.
If you’re an existing customer, all you need to do is uninstall the old application (powered by Involver) and install the new one. Our community manager, Caty Kobe, put together a great step-by-step video tutorial on how to do this here.