Cited from FITA The Federation of International Trade Associations
Wednesday, February 4, 2009    Issue 206    Volume 9 Number 3

ONLINE CUSTOMER SERVICE AT GET SATISFACTION
Get Satisfaction Online
http://getsatisfaction.com

There are millions of conversations going on each day on the Internet, and some of those conversations could involve your company or its products or services. Smart companies have realized that they have to use every tool available to stay in touch with their customers, to deliver good customer service and also to head off problems before they get broadcast over the Internet. Get Satisfaction (http://getsatisfaction.com/) is a site where companies can answer questions from customers, and it's valuable whether you're a company or one of its customers. Get Satisfaction is set up as a neutral site where customers can ask questions, make comments, or voice complaints, and companies can answer them. Customers simply search for a company (there are almost 10,000 companies who participate, and that number is growing), then type in a comment or question for the company. Actually, the first thing you can do is search the database to see if the company has already answered your question. If not, you type in your question, then come back later and see if it's been answered. Most companies will answer the question very quickly, because they know it's important not to let problems linger. This is the cutting edge of customer service on the Web, and I predict that more companies will join sites like this as time goes on. Many companies allow you to ask questions at their own sites, but a neutral site like Get Satisfaction is much more attractive to most customers, because they feel that they are in control, not the company.