Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation
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Get Satisfaction is a customer engagement platform that helps companies build authentic relationships with customers, reduce support costs, and drive product innovation through community interaction. Prezi utilized this platform to enhance customer engagement, resulting in a significant decrease in support tickets and an increase in product feedback and ideas from its user community. The platform enables real-time communication, peer-to-peer support, and effective integration with other tools like Zendesk.
Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation
- 1. Leverage Community to Reduce Support Costs and Drive Product Innovation Zoli Radnai Senior Community Manager Prezi.com
- 2. About Get Satisfaction Get Satisfaction is the leading customer engagement platform, designed to build authentic relationships between customers and companies. 35 million 70,000 consumers/ Customer month Communities To ask questions, Connect with each other share ideas and the companies they and report problems care about @getsatisfaction
- 3. We Help Companies • Acquire More Customers • Improve Customer Service Experience • Drive Product Innovation @getsatisfaction
- 4. Drive Real Business Results 1,000 Product Champions per Month athenahealth Client feedback and insight into R&D 1200 Product Ideas from the Community 50% Decrease in Support Costs 75% Reduction in Support Tickets 9 Brand Communities @getsatisfaction
- 5. Zoli Radnai Senior Community Manager
- 6. Agenda Prezi background & business problem GetSatisfaction solution Question & Answer @getsatisfaction
- 7. About Prezi • Launched in April 2009 • A virtual whiteboard that transforms monologues into conversations • Enables people to see, remember, and understand ideas • More than 15 million registered users • Has business and education applicability @getsatisfaction
- 8. Wanted: Customer Engagement for Support and Product Feedback • Began searching for a community management platform when the company was small • Wanted open discussion, peer-to-peer support • Sought a more action- oriented solution than traditional forums • Prezi development is highly feedback-based, so needed a way to capture and track it real-time @getsatisfaction
- 9. Agenda Prezi background & business problem GetSatisfaction solution Question & Answer @getsatisfaction
- 10. Why Get Satisfaction • Outcome-oriented solution that’s easy to use for support, feedback, and marketing content • Tight integration with Zendesk • In-depth analytic capabilities of GoodData for Get Satisfaction • Champions program @getsatisfaction
- 11. Adoption is increasing and we’re getting positive feedback from members • International English community + Spanish community • More than 42,000 topics to date • 46,300 people participating • About 800 new topics and 2,700 actions per month • Tons of product ideas already implemented @getsatisfaction
- 12. Community for easy, self-serve support! • Hiring strategy leverages Get Satisfaction Champions • Integration with Zendesk allows for private, personal, as well as social support • Engagement and participation are high @getsatisfaction
- 13. Community for product innovation, issue analysis, & resolution! • Get Satisfaction is official peer-to-peer support & discussion forum • Easy to let community know whether ideas are Under Consideration, Completed, or Not Planned • Lots of product ideas have been implemented • Real-time product testing made easy @getsatisfaction
- 14. Agenda Prezi background & business problem GetSatisfaction solution Question & Answer @getsatisfaction
- 15. Questions? @getsatisfaction
- 16. Contact us! Call (877) 339-3997 or visit us online www.getsatisfaction.com/corp/solutions