Get Satisfaction App, Built On SML, Brings Customer Support To Facebook

Facebook has long been a crucial channel for customer engagement, one that in the last year has become an important destination for customer support.

This has presented a challenge for brands that rely on stand alone platforms for customer support. With this week’s launch of the Involver Get Satisfaction app, brands can now give their fans a place to address support related issues right on Facebook. The app builds on Get Satisfaction’s experience building the most popular community support platform on the web.

We are extending our partnership with Get Satisfaction to create an application that integrates the support infrastructure of Get Satisfaction with key components of the Involver platform, including Social Markup Language (SML) and applications including YouTube and RSS. Facebook is a magnet for fan interaction and a logical environment to bubble up concerns and questions. Easy to access, with less of the friction associated with traditional support channels, it offers a forum for customers to air their feelings, from praise to concerns.

Get Satisfaction for Facebook allows brands to handle wall posts with the same consideration as they would a support request by addressing them quickly and thereby improving customer experience. The application introduces a new level of engagement to the customer support process.

The Get Satisfaction application is fully developed in Involver’s SML, which means brands can easily customize their customer support experience with other Involver apps like YouTube and RSS feeds, creating a much better social support experience for their communities.

Below is a summary of the benefits to brands that use our Get Satisfaction app:

• Align customer conversations from the web in a single place
• Brand your customer support services by making them visible on Facebook.
• Expand access to support.
• Respond to ideas, share praise.
• Use SML to customize GetSat with other Involver apps like YouTube and RSS.
• Manage comments and integrate with Get Satisfaction community.

Brands like Walmart, Panasonic, and The Gilt Groupe have already adopted the new Get Satisfaction app across their Facebook pages. The Gilt Groupe uses GetSat to streamline its customer support operation, and to better serve its community across Facebook and within their product.

Gilt’s Facebook page managers can easily direct all inbound inquiries made via the Facebook wall to Get Satisfaction. Once linked, responses will be visible on GetSat, with a link back to GetSat on Gilt’s Facebook wall. To find out more about Get Satisfaction for Facebook, and other Involver apps, please visit involver.com/applications.