Comments on: Satisfaction Gets $1.3 Million To Crowdsource Your Help Desk http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/ Startup and Technology News Fri, 27 Nov 2009 11:13:48 -0800 hourly 1 By: braga http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-2571590 braga Thu, 18 Dec 2008 20:31:15 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-2571590 http://bragadeesh.blogspot.com/2008/09/am-i-satisfied.html http://bragadee...-satisfied.html

]]> By: Pligg Mention in Salesforce Article on TechCrunch - Pligg Forum http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1727717 Pligg Mention in Salesforce Article on TechCrunch - Pligg Forum Mon, 05 Nov 2007 08:03:35 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1727717 [...] to buy a license, which can cost anywhere from $50-$100 per user per month. I’d recommend (free) Satisfaction’s help and idea board for businesses with larger audiences. Salesforce is pushing the platform [...]

]]> By: Salesforce Lets Loose Digg-For-Ideas http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1727425 Salesforce Lets Loose Digg-For-Ideas Mon, 05 Nov 2007 03:59:53 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1727425 [...] buy a license, which can cost anywhere from $50-$100 per user per month. I’d recommend (free) Satisfaction’s help and idea board for businesses with larger [...] [...] buy a license, which can cost anywhere from $50-$100 per user per month. I’d recommend (free) Satisfaction’s help and idea board for businesses with larger [...]

]]> By: Chris Messina http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1617627 Chris Messina Fri, 14 Sep 2007 07:24:17 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1617627 I'll state my bias first: I'm an advisor to Satisfaction. That said, I'm an advisor because I believe in their mission, their approach and the founding team. They're very open to feedback, to working quickly and taking a longer view, and to considering how their product will play in the world outside the Bubbleosphere. There are a couple facets here. The first is that infrastructure of this sort no longer needs to be run or maintained in house. Anyone can hose phpBB or punBB forums, but maintaining them, building critical awareness and growing yet another community in a small garden really isn't worth it anymore. Second, Satisfaction, through its approach to community building, will already be home to a growing number of tuned in and savvy consumers. This is an informed base that you want as a source of customers. Rather than trying to attract web-smart shoppers to your isolated forum or closed-off ticketing system, Satisfaction takes care of much of the leg work there, giving both companies and their customers the ability to cut to chase and over time, deliver higher quality and deeper customer service by adapting to the kinds of feedback being collected across companies and products. Which leads to the third angle: analytics and market awareness. Again, rather than hosting forums that are marginally better than one-to-one email systems, Satisfaction, by being the semi-omnipotent overseer, is able to develop specific business intelligence for both classes of its customers: consumers and companies. By creating an open forum for feedback and discussion across products, those companies who are most involved and build the most social capital will be able to cash in on the patronage of Satisfaction users; for customer-consumers, they have the ability to post their issues publicly in view of others, to have that criticism weighed in context, and then to be offered alternative product where appropriate. Of course much of this comes down to execution. But with Lane's background at Adaptive Path and the rest of the team coming from Ruby Red Labs, I'm confident that they'll be the ones to get "open customer service" right the first time. I’ll state my bias first: I’m an advisor to Satisfaction.

That said, I’m an advisor because I believe in their mission, their approach and the founding team. They’re very open to feedback, to working quickly and taking a longer view, and to considering how their product will play in the world outside the Bubbleosphere.

There are a couple facets here. The first is that infrastructure of this sort no longer needs to be run or maintained in house. Anyone can hose phpBB or punBB forums, but maintaining them, building critical awareness and growing yet another community in a small garden really isn’t worth it anymore.

Second, Satisfaction, through its approach to community building, will already be home to a growing number of tuned in and savvy consumers. This is an informed base that you want as a source of customers. Rather than trying to attract web-smart shoppers to your isolated forum or closed-off ticketing system, Satisfaction takes care of much of the leg work there, giving both companies and their customers the ability to cut to chase and over time, deliver higher quality and deeper customer service by adapting to the kinds of feedback being collected across companies and products.

Which leads to the third angle: analytics and market awareness. Again, rather than hosting forums that are marginally better than one-to-one email systems, Satisfaction, by being the semi-omnipotent overseer, is able to develop specific business intelligence for both classes of its customers: consumers and companies. By creating an open forum for feedback and discussion across products, those companies who are most involved and build the most social capital will be able to cash in on the patronage of Satisfaction users; for customer-consumers, they have the ability to post their issues publicly in view of others, to have that criticism weighed in context, and then to be offered alternative product where appropriate.

Of course much of this comes down to execution. But with Lane’s background at Adaptive Path and the rest of the team coming from Ruby Red Labs, I’m confident that they’ll be the ones to get “open customer service” right the first time.

]]> By: cheesygirl http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1617374 cheesygirl Fri, 14 Sep 2007 05:26:13 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1617374 Holy crap, a crowdsource idea...I would have almost thought this idea originated at CambrianHouse...but they haven't done any crowdsourcing, so that'd be wrong. Hope this idea works! I think it's a good idea. Holy crap, a crowdsource idea…I would have almost thought this idea originated at CambrianHouse…but they haven’t done any crowdsourcing, so that’d be wrong. Hope this idea works! I think it’s a good idea.

]]> By: David Mackey http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1617181 David Mackey Fri, 14 Sep 2007 04:08:08 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1617181 They should pay their crowds. They should pay their crowds.

]]> By: Ted Rheingold http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1616844 Ted Rheingold Fri, 14 Sep 2007 00:38:46 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1616844 It's funny how every time I come here the hate is just palpable. It's almost a lock GetSatisfaction will be a success. I'll be fascinated to watch and see which companies have communities take root around them on their site, but for every product there are people who need more then the company's existing support provides. GS's UI, voice and positioning are all very well thought out, and their interest in online community, customer service and communication is quite strong. Even better they now have Clavier, First Round and O'Reilly as advisors. Why again do you think this isn't going to work? Wanna bet? It’s funny how every time I come here the hate is just palpable.

It’s almost a lock GetSatisfaction will be a success. I’ll be fascinated to watch and see which companies have communities take root around them on their site, but for every product there are people who need more then the company’s existing support provides. GS’s UI, voice and positioning are all very well thought out, and their interest in online community, customer service and communication is quite strong.

Even better they now have Clavier, First Round and O’Reilly as advisors. Why again do you think this isn’t going to work? Wanna bet?

]]> By: Andrew Deal http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615990 Andrew Deal Thu, 13 Sep 2007 16:55:06 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615990 It will be relevant within a sliver the social media space, but ultimately is just an advancement to an open forum. I don't see it solving anyone's pain... with a few exceptions. It will be relevant within a sliver the social media space, but ultimately is just an advancement to an open forum. I don’t see it solving anyone’s pain… with a few exceptions.

]]> By: Chris Heuer http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615789 Chris Heuer Thu, 13 Sep 2007 15:19:02 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615789 Big congratulations to Thor, Amy, Lane, Cameron et al - am looking forward to working with them as this is a very important service. Customers help customers every day - some have their own wiki, some have great support groups on different services, but having a focused community site for many different products makes more sense. It's going to be interesting to see which support communities start to pop up first and fastest... Big congratulations to Thor, Amy, Lane, Cameron et al – am looking forward to working with them as this is a very important service. Customers help customers every day – some have their own wiki, some have great support groups on different services, but having a focused community site for many different products makes more sense.

It’s going to be interesting to see which support communities start to pop up first and fastest…

]]> By: biblinski http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615695 biblinski Thu, 13 Sep 2007 14:42:40 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615695 Special Interest Groups, both online and off, have long provided end-user support for products and services. They were the backbone of the major online communities back in the 80s, including Delphi (now Delphi Forums). Delphi itself has always encouraged a members-helping-members sense of community, and it is a major reason Delphi still exists today. Hopefully, Satisfaction's communities will give it the strength to be around 25 years from now. There's certainly enough need for product and service support out there... Gordie Delphi Forums support Special Interest Groups, both online and off, have long provided end-user support for products and services. They were the backbone of the major online communities back in the 80s, including Delphi (now Delphi Forums). Delphi itself has always encouraged a members-helping-members sense of community, and it is a major reason Delphi still exists today.

Hopefully, Satisfaction’s communities will give it the strength to be around 25 years from now. There’s certainly enough need for product and service support out there…

Gordie
Delphi Forums support

]]> By: Steve Ballmer http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615667 Steve Ballmer Thu, 13 Sep 2007 14:28:38 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615667 Sounds like one of those pron sites to me. http://fakesteveballmer.blogspot.com Sounds like one of those pron sites to me.

http://fakestev...er.blogspot.com

]]> By: Jeremiah Owyang http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615170 Jeremiah Owyang Thu, 13 Sep 2007 10:04:56 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615170 CONGRATS to the Satisfaction Team, who are on an noble mission = improving the experience of all customers. I've outlines why I think Satisfaction is important --they're disruptive to Marketing as we know it. http://www.web-strategist.com/blog/2007/08/07/satisfaction-a-disruption-to-the-corporate-website/ CONGRATS to the Satisfaction Team, who are on an noble mission = improving the experience of all customers.

I’ve outlines why I think Satisfaction is important –they’re disruptive to Marketing as we know it.

http://www.web-...porate-website/

]]> By: RYK http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1615163 RYK Thu, 13 Sep 2007 10:01:57 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1615163 great idea and adds to customer support. Also great for opensource products. great idea and adds to customer support. Also great for opensource products.

]]> By: jimfan#1 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614989 jimfan#1 Thu, 13 Sep 2007 08:09:33 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614989 Hi Jim! You rule! Hi Jim! You rule!

]]> By: Jim http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614765 Jim Thu, 13 Sep 2007 06:36:31 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614765 Lame idea. Lame idea.

]]> By: Brig Graff http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614593 Brig Graff Thu, 13 Sep 2007 05:06:46 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614593 Hmm...I actually think this is pretty useful. It certainly is a solution for smaller companies, but has a clear value to any company that has a wide customer base and a product that's a little quirky to support. Hmm…I actually think this is pretty useful. It certainly is a solution for smaller companies, but has a clear value to any company that has a wide customer base and a product that’s a little quirky to support.

]]> By: Jon http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614518 Jon Thu, 13 Sep 2007 04:31:35 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614518 Great... now companies will simply close all their Indian call offices and resort to customers pools building up and maintaining themselves in order to save costs. If you build a product, the least you can do is support it internally, having customers act as tech support should be seen as a failure to invest proper funding where it matters... the customers! Jon Great… now companies will simply close all their Indian call offices and resort to customers pools building up and maintaining themselves in order to save costs. If you build a product, the least you can do is support it internally, having customers act as tech support should be seen as a failure to invest proper funding where it matters… the customers!

Jon

]]> By: lawrence http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614499 lawrence Thu, 13 Sep 2007 04:20:45 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614499 getSatisfaction is a horrible domain name, much less one a company should use. it's way too long, and not pleasey-sounding. getSatisfaction is a horrible domain name, much less one a company should use.

it’s way too long, and not pleasey-sounding.

]]> By: Steve Ballmer http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/comment-page-1/#comment-1614468 Steve Ballmer Thu, 13 Sep 2007 04:05:34 +0000 http://www.techcrunch.com/2007/09/12/satisfaction-gets-13-million-to-crowdsource-your-help-desk/#comment-1614468 Bought this out of the petty cash fund. I don't know what it is or what they do but it's revolutionary! http://fakesteveballmer.blogspot.com Bought this out of the petty cash fund. I don’t know what it is or what they do but it’s revolutionary!

http://fakestev...er.blogspot.com

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