Get Satisfaction was a customer community software platform for

technical support Technical support, commonly shortened as tech support, is a customer service provided to customers to resolve issues, commonly with consumer electronics. This is commonly provided via call centers, online chat and email. Many companies provid ...

based in

San Francisco San Francisco, officially the City and County of San Francisco, is a commercial, Financial District, San Francisco, financial, and Culture of San Francisco, cultural center of Northern California. With a population of 827,526 residents as of ...

California California () is a U.S. state, state in the Western United States that lies on the West Coast of the United States, Pacific Coast. It borders Oregon to the north, Nevada and Arizona to the east, and shares Mexico–United States border, an ...

, United States. It was founded on January 31, 2007, by several people, including Lane Becker, Amy Muller, Thor Muller, and Jonathan Grubb. It publicly launched in September 2007. In April 2015, Get Satisfaction was acquired by

Sprinklr Sprinklr is an American software company that develops a software as a service (SaaS) Customer experience#Management, customer experience management (CXM) platform. The company's software, also called Sprinklr, combines different applications fo ...

, a social media management company. The idea for the service originated from Valleyschwag as a side project. When the Valleyschwag service received over 1,500 subscribers, its

customer service Customer service is the assistance and advice provided by a company to those who buy or use its products or services, either in person or remotely. Customer service is often practiced in a way that reflects the strategies and values of a firm, and ...

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, 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 ''Bloomberg Businessweek'', previously known as ''BusinessWeek'' (and before that ''Business Week'' and ''The Business Week''), is an American monthly business magazine published 12 times a year. The magazine debuted in New York City in Septembe ...

'' 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.” The service initially offered paid service plans to companies including

Method Products Ecover is an American-owned Belgian company that manufactures ecologically sound cleaning products (made from plant-based and mineral ingredients), owned by S. C. Johnson & Son since 2017. History The company was founded in 1979 by Frans Bog ...

, Timbuk2,

Twitter Twitter, officially known as X since 2023, is an American microblogging and social networking service. It is one of the world's largest social media platforms and one of the most-visited websites. Users can share short text messages, image ...

, and

Digg Digg (stylized in lowercase as digg) is an American news aggregator with a curated front page, aiming to select articles specifically for the Internet audience such as science, trending political issues, and viral phenomenon, viral Internet iss ...

. Several more companies later joined the platform, including

Time Warner Cable Time Warner Cable Enterprises LLC was an American cable television company. Before it was acquired by Charter Communications on May 18, 2016, it was ranked the second largest cable company in the United States by revenue behind only Comcast, o ...

Verizon Verizon Communications Inc. ( ), is an American telecommunications company headquartered in New York City. It is the world's second-largest telecommunications company by revenue and its mobile network is the largest wireless carrier in the ...

Comcast Comcast Corporation, formerly known as Comcast Holdings,Before the AT&T Broadband, AT&T merger in 2001, the parent company was Comcast Holdings Corporation. Comcast Holdings Corporation now refers to a subsidiary of Comcast Corporation, not th ...

Mozilla Mozilla is a free software community founded in 1998 by members of Netscape. The Mozilla community uses, develops, publishes and supports Mozilla products, thereby promoting free software and open standards. The community is supported institution ...

, Mogo Money, Microsoft Hohm,

AMC Theatres AMC Entertainment Holdings, Inc. (doing business as AMC Theatres, originally an abbreviation for American Multi-Cinema; often referred to simply as AMC) is an American movie theater chain founded in Kansas City, Missouri, and now headquartered ...

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Apple Inc. Apple Inc. is an American multinational corporation and technology company headquartered in Cupertino, California, in Silicon Valley. It is best known for its consumer electronics, software, and services. Founded in 1976 as Apple Comput ...

Dell Dell Inc. is an American technology company that develops, sells, repairs, and supports personal computers (PCs), Server (computing), servers, data storage devices, network switches, software, computer peripherals including printers and webcam ...

, and

Facebook Facebook is a social media and social networking service owned by the American technology conglomerate Meta Platforms, Meta. Created in 2004 by Mark Zuckerberg with four other Harvard College students and roommates, Eduardo Saverin, Andre ...

. 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 First Round Capital is a US-based venture capital firm that specializes in providing seed-stage funding to technology companies. Founded by Josh Kopelman and Howard Morgan First Round typically provides seed-stage funding and focuses on po ...

, 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. 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.

References

External links

* {{Official website, https://getsatisfaction.com/ Providers of services to online companies Companies based in San Francisco Internet forum software American companies established in 2007 Meta Platforms applications

See also

References

External links