SOURCE: Get Satisfaction

Get Satisfaction

March 10, 2010 12:01 ET

Get Satisfaction Social Engagement Hub Transforms Facebook Fan Pages -- Creates a Window in the Wall

Get Satisfaction Connects the Social Web and CRM by Uniting Customers and Brands, Leveraging Facebook to Bring Valuable Consumer Content, Knowledge, and Insight Into the Business

SAN FRANCISCO, CA--(Marketwire - March 10, 2010) -  As companies turn to Facebook to connect with customers, many struggle to effectively use 'The Wall' to scale their customer engagement strategy. Today, Get Satisfaction is directly addressing this challenge through the release of its Social Engagement Hub for Facebook Fan Pages -- a powerful community platform that invites consumer participation, cultivates a strong peer-to-peer model, and creates a public storehouse of actionable social data.

At over 400 million users and growing, Facebook's active network is too big for any business to ignore. Get Satisfaction believes that the road to social CRM begins with Facebook. However, having a presence is not enough and focusing simply on the number of fans is the wrong metric. Interaction, conversation, and ultimately advocacy are what transform CRM into social CRM.

Get Satisfaction has partnered with Involver, the largest social marketing technology platform, to adapt its successful conversational and peer-to-peer community model specifically for Facebook, allowing brands to directly engage social customers online, where they are spending most of their time. With the new social engagement hub, a Facebook Fan Page becomes a robust, engaging extension of a more natural social-CRM system connecting both information and people across multiple personal networks and Facebook pages.

Get Satisfaction collects and organizes all the social knowledge (questions, feedback, concerns, and praise) found inside Facebook into a central platform that can be shared and leveraged across all customer-facing channels. This approach transforms Fan Page discussions into actionable content that ripples throughout product development, relationship marketing, brand management, public relations, and customer service.

By liberating the valuable content from the wall of the Facebook Fan Page, Get Satisfaction helps brands proactively influence the increasingly distributed and disconnected conversations taking place across the social web today. The platform helps unify brand engagement and the consumer experience across multiple touch points to support advocacy, accelerate loyalty and reduce redundancy and discontinuity. 

With the Facebook Social Engagement Hub, Get Satisfaction creates a social CRM tab (that can be labeled with any brand-specific name) on the brand's Fan Page. Here customers can begin wall discussions in the form of four topic types: Ask a Question, Share an Idea, Report a Problem, or Give Praise. When customers begin to post a question, Get Satisfaction searches for and suggests similar threads to give consumers instant answers to commonly asked questions. All questions, comments, and answers are discoverable via Google and other search engines -- truly unlocking valuable information from the Facebook Wall to serve customers and brand engagement across the web.

People can respond to any thread -- i.e. voice a similar problem, suggest a remedy, emerge as an advocate in response to another's complaint, or offer a new twist to a product suggestion. Community members can also make their experience heard by simply clicking 'me too.' By inviting community participation, Get Satisfaction delivers real-time market feedback, sparks idea generation, and encourages peer-to-peer support and advocacy. Brand representatives can also participate in any conversation to state an official response or to establish a more social voice as a brand that listens.

Since brands have different goals, needs, and community models, the Facebook Social Engagement Hub can be customized in a multitude of ways, including the tab name, banners or other creative assets, and the handling of specific topic types. 

While Get Satisfaction's social CRM solution is a unique tool for the Fan Page, it utilizes all the same viral marketing tools expected inside Facebook. All customer activity can be posted on the user's wall to extend the brand throughout the social network. Friends can see whenever a user clicks 'me too' for another customer's praise or suggests a solution to another customer's problem.

Example:
Mighty Leaf Tea uses the Get Satisfaction Social Engagement Hub to engage with its loyal customers, driving both word of mouth marketing and peer advocacy.

Link: http://bit.ly/buxE6B

About Get Satisfaction
Get Satisfaction provides a community-based platform that helps companies engage online customers wherever they are -- a company website, the Get Satisfaction network, or inside social systems like Facebook. Get Satisfaction enables open, transparent conversations where customers can engage with peers and employees of brands and organizations they are passionate about. From these real-time conversations, companies harness valuable, measurable insight that can be leveraged across the organization.

Since 2007, over 20,000 organizations have engaged 1.4 million community members across 35,000 Get Satisfaction communities to improve customer satisfaction, reduce support costs, provide market feedback, and increase online awareness. Get Satisfaction communities are flexible, scale easily and can be integrated with the social Web and most CRM solutions. Get Satisfaction communities are available at http://www.getsatisfaction.com

About Involver
Involver is a technology platform used by leading agencies and brands to create world-class social media applications that engage audiences across multiple social media sites.

Over 40,000 brands use Involver to start, monitor and address millions of conversations reaching more than 90 million opt-in brand advocates. In 2009, Involver was named a Facebook Preferred Developer and one of the most innovative companies on Amazon's Cloud Computing platform. Involver is the trusted partner of the world's top brands including Best Buy, General Mills, Sony/RCA Records, P&G, Toys R Us, Audi, Sprint, and HP. Learn more at http://www.involver.com

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