Get Satisfaction Turns Facebook Fan Pages into Customer Support Hubs
Get Satisfaction, the popular online customer service company, just announced that it is bringing its service to Facebook fan pages. This new service, the Facebook Social Engagement Hub, will allow companies that have a presence on Facebook to easily answer questions from their customers on Facebook. The Social Engagement Hub recreates the Get Satisfaction experience on Facebook and allows users to ask questions about products or make suggestion for new features. One key feature here is that the discussion on Facebook and the Get Satisfaction topic pages are synchronized, so that questions that get answered on a company's topic page on Get Satisfaction also appear on Facebook and vice versa.
Liberating Content from Facebook
The new Social Engagement Hub on Facebook will cost Get Satisfaction customers an additional $99 per month. As Get Satisfaction's co-founder Lane Becker told us yesterday, however, this expense could easily be worth it for these companies, as users on Facebook tend to be very active on these fan pages and really want to interact with these companies and brands on the social networking service.
As Lane also noted, conversations that happen around a brand in Facebook tend to be trapped in this silo. Thanks to the synchronization between the two platforms, however, brands can now take this content and make it useful outside of Facebook as well. Another problem for brands that Get Satisfaction is trying to solve here is the simple fact that conversations on Facebook only have a very short lifespan. Get Satsifaction now allows companies to capture these conversations.
Overall, this looks like a very smart way for brands to interact with their customers on Facebook and to streamline their social media customer service efforts.
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I think its dumb. Uservoice does a better job over Getsatisfaction anyday... The context of utilizing brand monitoring over FB and other social networks/internet is very well defined by radian6.
Refer to realities, IMHO.
~ Joseph
Hm, interesting idea. I can't say that I turn to Facebook for a lot of my questions or complaints about a company, but I can see how a lot of people would. I'm interested to see how companies pick this up, and if their users on Facebook respond well to it or if they'd prefer to interact for support elsewhere.
Katie Morse
@misskatiemo | Radian6
It's interesting to see Facebook Pages evolving into truly useful information hubs for businesses. I know that Gigsly has created a Careers Tab so that businesses can post current job opportunities directly to a custom Tab on Facebook.
Going to where the people are is a very smart idea. Nice work GetSatifaction
http://ggs.ly/careerstab
'm interested to see how companies pick this up, and if their users on Facebook respond well to it or if they'd prefer to interact for support elsewhere.