March 14, 2011
All-in-One Customer Service from Assistly and Get Satisfaction
By Calvin Azuri
Assistly and Get Satisfaction have joined hands to create an all-in-one customer service center. Get Satisfaction’s (News - Alert) community-based support has been integrated with Assistly's knowledge base. Community topics, along with the support knowledge base, can be now browsed and searched by customers in one place.
Get Satisfaction is a top company in Social CRM. Progressive organizations are helped by Assistly to deliver Customer Wow.
Both community topics and knowledge base support can be consolidated by companies which have accounts at Get Satisfaction and Assistly. Companies only need to link these two accounts for the same. Customers of the companies can be therefore presented with a single Help Center.
By browsing and searching community topics and the knowledge base from one location, customers will be able to serve themselves. Customers and service agents are therefore provided a more efficient and social approach.
Fotomoto.com is a beta customer of the integration. In a release, Ahmad Kiarostami, chief executive officer of Fotomoto.com said, "In the past year, our customer base has grown threefold and our order volume has gone up by 500 percent. But thanks to Assistly combined with Get Satisfaction, the support team receives fewer support tickets than they did a year ago."
Customers are offered a convenient and organized way to access community wisdom as well as topics from the knowledge base. As compared to the more expensive one-on-one support, the integration will provide a logical alternative to the customers to help themselves. More time will now be available with the front-line service agents to focus on high priority issues. With the integration, customers will feel that they are part of the company’s community. They can share, ask questions and also look up answers.
A company's Get Satisfaction and Assistly accounts can be linked in a few clicks. Assistly’s knowledge base pages will also include Get Satisfaction's community-based topics. The companies will be however not charged for the product integration. Companies only need to have an Assistly account of any level and a paid Get Satisfaction plan.Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Janice McDuffee