Get Satisfaction

{{Short description|Customer community, technical support software platform}}

{{Infobox website

| name = Get Satisfaction

| logo = Get Satisfaction logo.png

| logo_size = 200px

| url = https://getsatisfaction.com/

| type = Technical support, Customer service

| language = English, Spanish, French, German, Italian, Portuguese, Dutch, Swedish, Norwegian, Danish, and Finnish{{cite web |url=https://getsatisfaction.com/corp/help/multiple-language-support/ |title=Multiple Language Support | Get Satisfaction Help Center |publisher=Getsatisfaction.com |date=2012-10-22 |accessdate=2013-05-27 |archive-date=2013-06-16 |archive-url=https://web.archive.org/web/20130616172650/https://getsatisfaction.com/corp/help/multiple-language-support/ |url-status=dead }}

| registration = Optional

| owner = Sprinklr

| author = Valleyschwag

| launch_date = September 2007

| predecessor = Satisfaction Unlimited

| current_status = Offline

}}

Get Satisfaction was a customer community software platform for technical support based in San Francisco, California, United States.{{cite web |accessdate=2009-03-31 |url=http://www.businessweek.com/smallbiz/content/sep2007/sb20070910_313949.htm |title=Crowdsourcing Customer Service |work=BusinessWeek |date=2007-09-10 |author=Miller, Kerry |url-status=dead |archiveurl=https://web.archive.org/web/20090328205421/http://www.businessweek.com/smallbiz/content/sep2007/sb20070910_313949.htm |archivedate=2009-03-28 }} It was founded on January 31, 2007, by several people, including Lane Becker,{{cite web |accessdate=2009-03-31 |url=http://blog.getsatisfaction.com/2007/01/31/demand-satisfaction/ |title=Demand Satisfaction! |publisher=Get Satisfaction |date=2007-01-31 |author=Becker, Lane |archive-date=2009-12-27 |archive-url=http://arquivo.pt/wayback/20091227065559/http%3A//blog.getsatisfaction.com/2007/01/31/demand%2Dsatisfaction/ |url-status=dead }} Amy Muller, Thor Muller, and Jonathan Grubb. It publicly launched in September 2007.{{cite web |accessdate=2009-03-31 |url=http://www.fastcompany.com/articles/2008/04/interview-muller.html |title=Does a New Website Hold the Secret to Great Customer Service? |work=Fast Company |date=2008-04-24 |author=Pattison, Kermit |url-status=dead |archiveurl=https://web.archive.org/web/20090414173826/http://www.fastcompany.com/articles/2008/04/interview-muller.html |archivedate=2009-04-14 }} In April 2015, Get Satisfaction was acquired by Sprinklr, a social media management company.{{cite web |accessdate=2015-04-08 |url=https://www.forbes.com/sites/roberthof/2015/04/08/sprinklr-speeds-social-spree-with-get-satisfaction-acquisition/ |title=Sprinklr Speeds Social Spree With Get Satisfaction Acquisition |work=Forbes |date=2015-04-08 |author=Hof, Robert}}

The idea for the service originated from Valleyschwag as a side project.{{cite web |accessdate=2009-03-31 |url=http://getsatisfaction.com/about |title=About Get Satisfaction |publisher=Get Satisfaction |archive-date=2009-02-27 |archive-url=https://web.archive.org/web/20090227224131/http://getsatisfaction.com/about |url-status=dead }} When the Valleyschwag service received over 1,500 subscribers, its customer service requirements increased dramatically. Realizing that customers were actually responding to the issues that other people brought up, the group behind Valleyschwag decided to create the precursor to Get Satisfaction, first named Satisfaction Unlimited,{{cite web |accessdate=2009-03-31 |url=http://news.cnet.com/8301-17939_109-9778631-2.html |title=Crazy company name alert: Get Satisfaction Unlimited |publisher=CNET Networks |date=2007-09-14 |author=Kanellos, Michael }} to take advantage of the community's enthusiasm for helping each other. The company describes its product as "people-powered customer service" and "Online Communities. The shortest distance between you and your customer." Get Satisfaction online communities can be a private and/or public place for customers to ask questions, submit an idea or complaint, or give praise. Companies can respond to issues regarding their products or services; official responses are marked as official answers to separate them from other responses. Users can rate responses based on how well they resolve the issue.

Thor Muller explained in an interview with BusinessWeek that the website aims to be simple, noting that most customer-service solutions are too complex. He continues by stating that many are reactive instead of proactive, requiring customers to think as if they were an employee or librarian to find their answers. In contrast, Get Satisfaction approaches the problem by helping companies think more like customers. Muller explained, “We want to create a Switzerland for companies and customers, with specific tools that allow people to get answers to their questions. [...] We want the best answers to rise to the top, and not get buried in online discussion forums.”{{cite news |accessdate=2009-03-31 |url=https://www.nytimes.com/2008/02/25/technology/25satisfaction.html |title=On the Internet, Everyone Can Hear You Complain |work=The New York Times |date=2008-02-25 |author=Fost, Dan }}

The service initially offered paid service plans to companies including Method Products, Timbuk2, Twitter, and Digg. Several more companies later joined the platform, including Time Warner Cable, Verizon, Comcast, Mozilla, Mogo Money, Microsoft Hohm, AMC Theatres, Qantas, Apple Inc., Dell, and Facebook.{{cite web |accessdate=2009-03-31 |url=http://www.networkworld.com/newsletters/web/2008/090808web1.html |title= Get your complaints answered – Here's one satisfied customer |work=Network World |date=2008-09-08 |author=Gibbs, Mark }}

The company's CEO was Rahul Sachdev and its CTO was David Rowley. The website, which received an initial round of financing of $1.3 million, received financing from investors that include First Round Capital, O'Reilly Alphatech Ventures, and SoftTechVC. In September 2010, the company announced Series A funding of $6 million from Azure Capital Partners with OATV and First Round Capital participating.{{cite web |accessdate=2010-09-14 |url=https://techcrunch.com/2010/09/14/get-satisfaction-raises-6-million-for-customer-support-forums/ |title= Get Satisfaction Raises $6 Million For Customer Support Forums |work=TechCrunch |date=2010-09-14 |author=Rao, Leena }} In March 2010, Get Satisfaction launched their Facebook application that allowed companies and brands to put their customer community on their Facebook page as a tab.{{cite web |accessdate=2010-11-10 |url=http://gigaom.com/2010/03/10/get-satisfaction-now-customer-support-tool-for-brands-using-facebook-google/ |archive-url=https://web.archive.org/web/20100313062718/http://gigaom.com/2010/03/10/get-satisfaction-now-customer-support-tool-for-brands-using-facebook-google/ |url-status=dead |archive-date=March 13, 2010 |title=Get Satisfaction Now Customer Support Tool for Brands Using Facebook, Google |work=GigaOM |date=2010-03-10 |author=Gannes, Liz}}

{{clear}}