Enhancements to our HootSuite Integration

This summer, Get Satisfaction released two important integrations: a new Yammer integration and an enhanced HootSuite integration.

The newest Get Satisfaction/HootSuite integration allows you as a community manager to monitor and moderate your communities within a HootSuite stream, alongside of the other social networks you’ve added to your HootSuite dashboard. Using the enhanced HootSuite integration, you can now create new topics from Tweets and Facebook wall posts into your Get Satisfaction community, as well as respond to them, with a minimal number of clicks. You can also quickly search your community for existing topics and share them with your customers without ever leaving the HootSuite stream.

Monitoring Your Community from Within HootSuite
Log into your HootSuite dashboard and install the Get Satisfaction application from their App Directory. Once installed, add your community stream to one of your HootSuite tabs, or create a new one!

Hootsuite dashboard

Create Topics via HootSuite

Once you’ve installed the app, you can easily import a Tweet or a Facebook wall post directly into your Get Satisfaction community. Use the “Send to GetSat” button located in the message drop down, and follow the onscreen instructions to create your new topic and reply to it.


Monitoring Get Satisfaction stream in HootsuiteReply to Topics via HootSuite

Now that you’ve got your Get Satisfaction community set up within HootSuite, you can easily reply to topics while monitoring your other social channels. Topics in your community stream will flow in reverse chronological order, so you’ll always have the newest activity at the top of the stream.

If you’re creating a brand new topic from a Tweet or Facebook wall post, you’ll have the option to respond to the topic as you’re creating it.

What’s the value of this integration?
This integration is, truly, a win-win for everyone. With topics showing up in your team’s HootSuite dashboards in real time, your customers will get a quicker response and your community managers will have one less browser window open as well. Also, when you import content from Facebook and Twitter into your community, you’ll have the option to give your customers as detailed of an explanation that their question requires, tools to help guide the conversation to resolution, and indexed content available to help out other users who may have the same questions.

Ready to get started?

This integration is available on all paid Get Satisfaction plans, and is available on all HootSuite dashboard plans. Check out this post in the Get Satisfaction community for step-by-step instructions on how to set up the integration.

Posted in General, Integrations, Product Updates

Our Salesforce Integration Just Got Even Better: Full Content Syncing and More

We’re happy to announce some great improvements to our Salesforce integration today that make maintaining, administering, and using your integration even easier and more hassle-free than before. The new release includes improved data synchronization features, activity timestamps that allow you to drive better workflow, and more robust error handling and notifications.

This is a great follow-up to another recent release that improved the authorization setup process for the Salesforce integration (see the blog post – “Improvements to our Salesforce Integration” – for details on that release).

Improved Data Synchronization

We’ve significantly improved the way that we synchronize content from the community to your Salesforce instances. After this release, all content will be synchronized, including historical content, new content, and updated content.  Previously, only new content being generated in the community was synced up to your Salesforce instance.  If you accidentally turned your integration off for a period of time, for example, you would need to manually synchronize the topics that you missed during that timeframe.  Now, when you turn the integration back on, all of the activity from the community will automatically be synchronized to your Salesforce instance.

Administrators will now see a handy little progress bar on the Integrations page displaying what percentage of the community’s content has successfully be synchronized to the community.

Drive Better Workflow with Activity Timestamps

You’ll now notice two additional data fields from the community that we synchronize to Salesforce that should enable you to drive better workflow with your service agents. The two fields are timestamps representing when the topic was created and when it was last modified.  Previously, you were only able to view the native timestamps that Salesforce creates for the custom objects in the Get Satisfaction package.  However, these new fields represent the official activity timestamps from the community (irrespective of when the data was synchronized to your Salesforce instance).

What this means is that you can now confidently drive workflows with your service agents based on these fields. For instance, you can add a view of topics that are sorted based on Last Modified Date and filtered for a particular product. A service agent can be monitoring this view to see if there is new activity that should be responded to.  If one of your customers me-too’s a topic, posts a reply, or even follows a topic, the topic will be updated and it’ll rise to the top of the view, prompting an agent to take a look.

More Robust Error Handling & Notifications

When integrating two systems together, there’s always things that can go wrong — each system can periodically have planned (and unplanned) downtime where their API’s are not available, user permissions can inadvertently changed, API limits can be exceeded, or licenses can expire.  These things inevitably happen.  But fortunately, we’ve built a robust mechanism to handle these types of issues.

The Salesforce integration has a robust scheduling and re-try mechanism that allows us to ensure activity from your community reliably makes it over to Salesforce. You’ll be notified only when you need to take action on a failure, which is when a topic has failed to synchronize for 24 consecutive hours or when the credentials you’ve provided are no longer being accepted by the Salesforce API.  The Get Satisfaction support team will also be notified of these failures and will be available to help you troubleshoot the issue.

Learn more about Get Satisfaction’s Salesforce integration

If you’re new to Get Satisfaction or want to learn more about Get Satisfaction’s integration with Salesforce, this is a great place to start: Get Satisfaction for Salesforce.

Posted in General, Integrations

Get Satisfaction Engage, Our New Widget Architecture is Here!

We are thrilled to announce that our Get Satisfaction Engage widgets are now available to our customers across all plan types ranging from Basic to Enterprise. We listened to feedback from our customers over the past month while the product has been in private release, feedback from face-to-face product demonstrations, as well as independent research with over 750 active online consumers. We learned that you and your customers want three key things from our product:

  • Rich, relevant, easy to access online community conversations and content tailored to support, marketing, product feedback and e-commerce needs
  • Seamless, contextual experience anywhere customers interact across a company’s web site, partner sites or landing pages
  • Easy configuration and deployment

Why Engage?

You know how important it is to have an open conversation with your customers about your brand, 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 Get Satisfaction Engage you can bring community to your website with just a couple of clicks. Choose from an assortment of widget types that fit your needs, select which topics you want to highlight, preview your fully functional widget and voilà – we’ll give you a little piece of code to put on your website and our SaaS application takes care of the rest.

With Engage, your customers will be able to participate in the community without ever leaving your site. They’ll see the hottest topics being discussed, vote on ideas, answer questions, and discover content that will draw them closer to your product, marketing content, e-commerce areas and the support needs of your site.

What this means is that all community interactions happen within your website, so the user gets the best of both worlds and your customers’ time on site increases.

Support
Tired of static FAQ lists that seem to show stale content as soon as they are published? Swap them with Get Satisfaction Engage to show the most frequently asked questions by your community.

Not sure you’re ready to let go of content control just yet? We’ve got your back – simply apply a private tag to your Engage filter and we’ll only show content that has been selected by you!

E-Commerce and Marketing
There’s nothing like word-of-mouth marketing to help users make a purchase decision! With Get Satisfaction Engage you’ll be able to show relevant questions and praise from the community right at the point of sale, without the risk of taking your customers away from the shopping flow. All of the community interaction happens in-context, so users can get the information they need without leaving your site.

Product Feedback
Want to get user feedback right from the Product page? Use Get Satisfaction Engage to encourage users to give you new ideas or vote on existing ones.

How does Get Satisfaction Engage work?

Engage is easy to configure, you just need to follow the user-friendly wizard.

Step 1: Create a new or edit an existing Engage widget

You can create as many Engage widgets as you need, or you can edit an existing one.
Engage - Step 1

Step 2: Select Content Blocks

Add anywhere from 1-6 content blocks to build your Get Satisfaction Engage widget, depending on your needs.Engage Step 2 - Content Module

Content Block Use
Feedback Overlay/Form
Includes a form to let users create new content and also features a list of hot topics. Can appear in modal or embedded form.
Collect feedback on a specific page seamlessly (embedded) or without taking real estate (modal)
Topic List
A list of topics that match the desired criteria. Can be filtered to only show topics associated with a specific product.
Display the most recent questions/ideas about a product to show vitality of the community.Display the most popular questions from the community.
Topic Search
A search box that looks for possible matches in topics, replies, and products.
Let users search community content in the context of your website, using minimal real estate.
User Topics
A list of all topics a user created in the community.
Important for App/Game pages, where you want users to see replies to their questions in context.
Preset Topics (Available for Enterprise Plans Only)
Similar to Topic List, but filtered by Private Tags.
Important for E-commerce to showcase content that helps customers make purchase decisions.
Company Updates
A banner or list that only shows company updates.
Add to any page where it’s important the user know of something official.

Step 3: Choose Layout Options

As you select content blocks for your Engage widget, you’ll be presented with different layout options. Feel free to move blocks around to highlight content in the most relevant way.

Engage Step 2 - Layout Settings

Step 4: Choose Layout Options

This is where you can really configure your Engage widget to include only the content you want. It’s easy to show or hide a certain topic type, prioritize content that has been marked with a certain status, and change the sorting to highlight the most relevant topics.

Step 5: Filter Topics Associated with Products or Private Tags (Available for Enterprise Plans Only)

With Products and Private tags you can surface content associated with a specific product and/or private tag giving you complete control over what content displays in the widget.

Step 6: Choose Visual Style (Available for Enterprise Plans Only)

Last, but certainly not least, change the font and colors of your Get Satisfaction Engage widget to make it look just like the rest of your website including the ability to remove the Get Satisfaction logo and add your company logo.

Engage Step 2 - Visual Style

Step 7: Pick a name and save your configuration

Once you have previewed your configurations and are happy with all of your choices, the final step is to save your Get Satisfaction Engage widget. We’ll give you a little piece of code that you can put in your website.

 

Engage - Choose Name

Engage Step 3 - Code Snippet

That’s it!

Here’s what the widget can look like:

One and Done

The most exciting detail about the new Engage widgets is that once you deploy them on your site, you won’t need to touch them again. If you want to change your configurations later on, all you need to do is edit the widget via the same easy-to-follow wizard and your website is automatically updated!

No more need to contact IT and spend cycles trying to get the community content to show up “just right”.

How do you get Engage?

Login to the Admin section of your Get Satisfaction Community and look for the banner announcing the arrival of Get Satisfaction Engage. We hope you enjoy your new Get Satisfaction Engage widgets and we’re looking forward to your feedback as we strive to continually improve the product to meet your needs.

 

 

Posted in General, Product Updates

New Community Stats

We have some exciting additions to our Stats page that we hope will bring you more insight into what’s going on with your community.

New Replies and Comments

New Replies & CommentsAs any community manager will tell you, users tend to interact with the community via replies and comments much more so than creating new topics. So we added a new chart that maps out the number of new replies and comments for a given period.

Topic Source

Topic SourceThis is possibly my favorite chart of the bunch. In the past two years we’ve been expanding the Get Satisfaction platform to help you reach your customers wherever they may be.

This means your customers may visit the community on the web, on your brand’s website via our Widget, on your Facebook brand page via our Facebook app or even via our API.

For communities who have taken advantage of all of our entry points, it’ll be extremely helpful to see which channel is generating the bulk of the content. Lots of topics being created from Facebook? Well, that marketing campaign paid off! Not enough topics being created from the widget? Make sure it’s displayed prominently on your website!

Active Users

Active UsersHave you ever wondered who of your customers contributes the most to your community? Someone who creates new topics, but mostly answer others customers’ questions? Now you’ll be able to see who your top 10 most active users are for a given period.

Note that we’ve excluded Employees, Admins, Official Reps and existing Champions from this list. So you can really check out the new helpful faces of your community and thank them by making them Champions for your brand/product!

Active Topics

Active Topics

Last, but certainly not least, we’ve added the “Active Topics” chart. It will show, for the selected period, up to 10 topics that received the most replies, comments and votes.

This will give you a sense of the hot topics in your community, so you can take swift action. It may be a popular idea that you may want to share with the product/marketing teams, or it may be a important bug that got pushed to production and was missed by the QA team. Whatever it is, you want to jump into the conversation and help your customers!

A note about Visitors

After a lot of internal debate, we decided to remove the Visitors chart from the Stats page. For the past few months we’ve been struggling to get you the accurate count of new and returning visitors in a way that was fast to load. So instead of keeping a chart with inaccurate information, we decided to remove it while we work on making it better and more relevant for  you.

How you can get the new Community Stats

We have turned on the new stats to select customers, and will be switching all paid plans over the next coming days. If you have any questions or ideas regarding our Stats, please contribute them on our community!

 

Posted in General, Product Updates

Get Satisfaction Engage: the best way to bring community to your company’s website!

Today Get Satisfaction took a new step in the road to extraordinary. We listened to feedback from our customers – on our own community, specific customer calls, face-to-face interviews, as well as independent research with over 750 active online consumers – and learned that what you and your customers wanted three key things from our product:

  • Rich, relevant, easy to access online conversations
  • Seamless, contextual experience anywhere customers were
  • Easy configuration and deployment

So we went to work with our design partners at andCulture and spent the last year building Get Satisfaction Engage, a new widget architecture to help bring community to your company’s website. Though Engage isn’t available to the general public until the end of May, I wanted to share the exciting details with you!

Why Engage?

You know how important it is to have an open conversation with your customers about your brand, 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 end up is on your web site!

With Get Satisfaction Engage you can bring community to your website with just a couple of clicks. Choose content blocks that fit your needs, select which topics you want to highlight and pick the colors that match your brand and voilà! We’ll give you a little piece of code to put on your website.

With Engage, your customers will be able to participate in the community without ever leaving your site. They’ll see the hottest topics being discussed, vote on ideas, answer questions, and discover content that will bring them closer to your product, your marketing content, or the help section of your site.

What this means is that all community interactions happen within your website, so the user gets the best of both worlds!

Support
Tired of static FAQ lists that seem to show stale content as soon as they are published? Swap them with Get Satisfaction Engage to show the actual most frequently asked questions from the community.

Not sure you’re ready to let go of content control just yet? We’ve got your back – simply apply a private tag* to your Engage filter and we’ll only show content that has been selected by you!

E-Commerce and Marketing
There’s nothing like word-of-mouth marketing to help users make a purchase decision! With Get Satisfaction Engage you’ll be able to show relevant questions from the community right at the point of sale, without the risk of taking your customers away from the shopping cart flow. All of the community interaction happens in-context, so users can get the information they need without leaving your site.

Product Feedback
Want to get user feedback right from the Product page? Use Get Satisfaction Engage to encourage users to give you new ideas or vote on existing ones.

How does Get Satisfaction Engage work?

Engage is super easy to configure, you just need to follow the easy wizard.

Step 1: Create a new or edit an existing Engage widget

You can create as many Engage widgets as you need, or you can edit an existing one.
Engage - Step 1

Step 2: Select Content Blocks

Add anywhere from 1-6 content blocks to build your Get Satisfaction Engage widget, depending on your needs.Engage Step 2 - Content Module

Content Block Use
Feedback Overlay/Form
Includes a form to let users create new content and also features a list of hot topics. Can appear in modal or embedded form.
Collect feedback on a specific page seamlessly (embedded) or without taking real estate (modal)
Topic List
A list of topics that match the desired criteria. Can be filtered to only show topics associated with a specific product.
Display the most recent questions/ideas about a product to show vitality of the community.Display the most popular questions from the community.
Topic Search
A search box that looks for possible matches in topics, replies, and products.
Let users to search community content in the context of your website, using minimal real estate.
User Topics
A list of all topics a user created in the community.
Important for App/Game pages, where you want  users to see replies to their questions without leaving context.
Preset Topics
Similar to Topic List, but filtered by Private Tags*.
Important for E-commerce, where it’s important to showcase content that may help with purchase decisions.
Company Updates
A banner or list that only shows company updates.
Add to any page where it’s important the user know of something official.

Step 3: Choose Layout Options

As you select content blocks for your Engage widget, you’ll be presented with different layout options. Feel free to move blocks around to highlight content in the most relevant way.

Engage Step 2 - Layout Settings

Step 4: Choose Layout Options

This is where you can really configure your Engage widget to include only the content you want. It’s easy to show or hide a certain topic type, prioritize content that has been marked with a certain status, and change the sorting to highlight the most relevant topics. You can also filter content by product* or private tag*.

Engage Step 2 - Content Settings

Step 5: Choose Visual Style

Last, but certainly not least, change the font and colors of your Engage widget to make it look just like the rest of your website.

Engage Step 2 - Visual Style

Step 6: Pick a name and save your configuration

Once you have previewed your configurations and are happy with all your choices, the final step is to save your Engage widget. We’ll give you a little piece of code that you can put in your website.

 

Engage - Choose Name

Engage Step 3 - Code Snippet

That’s it!

Here’s what the widget can look like:

One and Done

The most exciting detail about the new Engage widgets is that once you deploy them on your site, you won’t need to touch them again. If you want to change your configurations later on, all you need to do is edit the widget via the same easy-to-follow wizard and your website is automatically updated!

No more need to contact IT and spend cycles trying to get the community content to show up “just right”.

How do you get Engage?

For now, Engage is available to select customers, and will be available to all paid plans May 30th.  In the meantime, you can play with the new Engage widget on our own site. Let us know what you think about it!

* Ability to filter by product and private tags is available only on select plans.
** Ability to remove the Get Satisfaction logo is available only on select plans.

Posted in General, Product Updates
Request a Demo
Your Awesome Hosts

David Rowley
CTO

Steven Pal
Dir of Consumer Products

Ramya Krishnamurthy
Dir of Business, Data Products

Categories
Join us on Facebook