Mashable - The Social Media Guide - Latest Comments in Feedback Frenzy: 35+ Customer Service Resources

Re: Feedback Frenzy: 35+ Customer Service Resources

Faheem Aslam — Mon, 04 May 2009 00:48:48 -0000

i have nokia1202 and i m facing problem that sms are not sending but when i switched off cell phone and start again then strat sending but for few minutes tell me refreshin code my cell no is 03323714589

Re: Feedback Frenzy: 35+ Customer Service Resources

Dave Naffis — Thu, 14 Aug 2008 13:05:49 -0000

CrowdSound.com is another option. It's widget based so your users don't have to leave your site and it also has SSO so you don't have to force your users to register for yet another account.

Re: Feedback Frenzy: 35+ Customer Service Resources

Thor Muller — Thu, 14 Aug 2008 11:50:31 -0000

Also, please note that a single Get Satisfaction registration works for all companies, and is as simple as posting a blog comment (email/name/captcha).

GS also supports OpenID in an upcoming release.

Re: Feedback Frenzy: 35+ Customer Service Resources

Rob — Thu, 14 Aug 2008 05:26:06 -0000

Here at Zebtab, we use the UserVoice service and have been very impressed. It gives our users, mainly sports fans, a chance to tell us how we can improve our aggregated desktop widget and what we should develop in the future. We have a UserVoice tab on all our download pages, eg http://www.manutd.zebtab.com, within the application and on our homepage as a widget http://www.zebtab.com. We have gained valuable user intelligence and would recommend the service.

Re: Feedback Frenzy: 35+ Customer Service Resources

Jonathan — Wed, 13 Aug 2008 21:39:19 -0000

Get Satisfaction has a full API with OAuth, so if a company wants to they can make their regular user accounts work on their own hosted version of Get Satisfaction. It does take a little effort on the hosting company's side, but it seems to be the best solution out there.

You can also use GetSatisfaction.com without creating an account, though you do have to provide an email address and CAPTCHA (to keep the spam down).

Re: Feedback Frenzy: 35+ Customer Service Resources

Paisano® — Wed, 13 Aug 2008 19:11:39 -0000

Excellent feedback. I can see more value in UserVoice after all of this information. I do see that the best solution would be a hybrid of both as David Beach mentioned. I also like SuggestionBox.

Very interesting stuff.

Pai

Re: Feedback Frenzy: 35+ Customer Service Resources

David Beach — Wed, 13 Aug 2008 18:47:19 -0000

12seconds uses uservoice and satisfaction. We find that combining the two works really well to address our customer service needs. UserVoice is perfect for feature requests and suggestions and Satisfaction solves the bug reporting and troubleshooting issues.

In the past I would have used Yahoo or Google groups. But they just don't do the trick when it comes to customer engagement. UserVoice nails it. Satisfaction has some UI issues for administrators, but overall is an excellent service.

Re: Feedback Frenzy: 35+ Customer Service Resources

John Menerick — Wed, 13 Aug 2008 18:03:31 -0000

UserVoice for the win here folk! There is nothing quite like it out there in terms of fluid UI and a great user experience. Nothing else listed here comes close with keeping the user informed, and educated. Instead of the user feeling like a number, they feel like a person. Thank you UserVoice

Re: Feedback Frenzy: 35+ Customer Service Resources

Karl Long — Wed, 13 Aug 2008 17:47:40 -0000

We implemented User Voice for the Nokia N-Gage community here http://ngage.uservoice.com/ and it has been really useful to get users to weigh in on features. It's very easy for people to get started with and people understand it immediately. The widgets they provide so you can have the top suggestions on your blog etc. work great as well, you can see the sidebar widget in action here: http://blog.n-gage.com

Re: Feedback Frenzy: 35+ Customer Service Resources

Iain Dodsworth — Wed, 13 Aug 2008 17:44:34 -0000

I've used UserVoice from day one whilst developing TweetDeck and it's been an invaluable resource. Rather than taking the feedback manually I've guided those users who want to comment to http://tweetdeck.uservoice.com so now I have a superb resource of comments, bug tracking and new feature requests.

The voting feature gives me an indication as to the strength of feeling surrounding each suggestion and this guides the development process. I'm still working towards the vision I originally had for TweetDeck but I'm now getting pointers (from those people actually using the application) as to the route to take to get there.

Re: Feedback Frenzy: 35+ Customer Service Resources

Ryan — Wed, 13 Aug 2008 17:20:59 -0000

I use Uservoice on ALL my websites and it instantly adds a TON of value. I've checked out the other ones, but Uservoice converts the best and gets the most feedback.

Re: Feedback Frenzy: 35+ Customer Service Resources

Adam — Wed, 13 Aug 2008 16:38:45 -0000

Personally, I like SuggestionBox.com. It's less about problems and more about improvement. I feel like GetSatisfaction is more of a place to get support than to have my voice as a customer heard.

Re: Feedback Frenzy: 35+ Customer Service Resources

Marcus Nelson — Wed, 13 Aug 2008 16:31:37 -0000

Hi Doriano --

Thank you for including UserVoice in your list - In regards to finding other companies on our site, we take a slightly different approach to installation than GetSatisfaction.

UserVoice is for companies to initiate the engagement - especially feedback, which we feel is our strongest ability (as opposed to service, for instance). Users vote up suggestions or ideas with a constrained amount of votes. Forcing consideration increases quality decisions.

Currently we service thousands of businesses & start-ups, including: Tweetdeck, 12seconds, Nokia N-Gage, WCAX, AlertThingy, ToDoist, SlimTimer, 99designs, StackOverflow, Railcasts, Swurl, Userscripts, PeepCode, Limbo, BabySmash, BoagWorld, CivicCRM, CushyCMS, Cre8buzz, SitePoint, PatternTap, AirMP3, Zebtab, Blip.fm & Crunch Fitness.

Another factor to consider is that we also offer a branded Enterprise edition as well. So companies looking to create similar experiences to Dell's Ideastorm or MyStarbucksIdea can now do so without having to invest in a complete Salesforce package.

In any case - thank you again for starting this conversation, we appreciate that.

Marcus

Re: Feedback Frenzy: 35+ Customer Service Resources

Paisano® — Wed, 13 Aug 2008 16:10:34 -0000

More good stuff. Thanks everyone. I was going to mention that major buyer feedback change by ebay but didn't because of length. Still, good to know there's a solution in place already.

@Dana
FixYa looks good too. Thanks for sharing!

Keep it coming...

Re: Feedback Frenzy: 35+ Customer Service Resources

Tim — Wed, 13 Aug 2008 15:54:26 -0000

I love all these feedback sites popping up. Thanks for showcasing the top ones. I must check them out. I can't wait for the day that all companies big and small have user ratings.

Re: Feedback Frenzy: 35+ Customer Service Resources

ebuyerfb — Wed, 13 Aug 2008 15:23:42 -0000

eBuyer Feedback is also another feedback site but exactly the opposite of the others. eBay took away the buyer's feedback but eBuyer Feedback has given it back.

Re: Feedback Frenzy: 35+ Customer Service Resources

Dana — Wed, 13 Aug 2008 15:22:48 -0000

Great post! Another Third Party customer service product is FixYa.com. FixYa allows businesses a chance to brand their own tech and consumer support communities for free.With more than 9 million uniques per month, and more than 1 million cataloged products, companies can leverage FixYa's community to build a better consumer service program.

Re: Feedback Frenzy: 35+ Customer Service Resources

Paisano® — Wed, 13 Aug 2008 15:15:57 -0000

Thanks Amanda. I would share that complaint about GetSatisfaction on their own feedback page. Valid complaint that is easily fixed. Would you be happy with OpenID support? I know I would be.

Thanks Kathlene! I hope more people involved with customer service get familiar with these tools. It'll be beneficial for us all.

@Fabrice
Nice site indeed. Thanks for sharing it!
We'll see how it does against the big boys that are getting all the attention now.

Re: Feedback Frenzy: 35+ Customer Service Resources

Fabrice Epelboin — Wed, 13 Aug 2008 15:05:22 -0000

How about Feedback 2.0 http://www.feedback20.com/
A cool french startup (about to come to the Bay, I've been told), who's precisely in this space (and have been in it for a few years).

Give it a try, pretty nice product, already in use by major french companies, but also by O'Reilly and Symantec...

Re: Feedback Frenzy: 35+ Customer Service Resources

Kathleen — Wed, 13 Aug 2008 14:50:27 -0000

This is an important read for anyone providing a product or service on and off the internet. Your customer service skills, or lack of, could end up being widely publicized. On the upside, I would think that this will create an even playing field for all. Good idea.