Get Satisfaction for Salesforce
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Get Satisfaction for Salesforce

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Get Satisfaction for Salesforce: Powering the Social Enterprise Get Satisfaction and Salesforce are teaming up to drive rich, social, customer engagement in the CRM. With this integration, Get ...

Get Satisfaction for Salesforce: Powering the Social Enterprise Get Satisfaction and Salesforce are teaming up to drive rich, social, customer engagement in the CRM. With this integration, Get Satisfaction customers can amplify the value of customer
conversations by embedding them in Salesforce as “topic objects,” a perfect
addition to the social enterprise to bring the outside-in value of social engagement
to the system of record.

Features and Benefits
Community-powered social enterprise features to:
• Bring social context to your customers’ and
prospects’ account records.
• Manage and scale your Facebook brand page
engagement (including direct messages from
customers) using Get Satisfaction community
management tools.
• Notify the social enterprise about important
community topics via Chatter.
• Manage and moderate community topics from
within SFDC.
• Create custom workflows to bring real voice of
customer content into your SFDC org.
• Analyze community data and correlate with other
business data using Salesforce reporting.

Customer Engagement Platform
Get Satisfaction customer communities allow you to:
• Engage in rich conversations anywhere your
customers are discussing your brand, be it your
web page, a mobile device, Facebook, Twitter or
your brand page.
• All conversations are highly indexed and
discoverable through search engines – build
social assets which increase customer selfservice and satisfaction.
• Topics are synchronized with the “Topic Object,” a
custom object that can be leveraged
throughout Salesforce, Service Cloud,
Marketing Cloud, and Sales Cloud.
• Rich analytics help you understand your online
community health and measure effectiveness of
your customer engagement strategies.

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Get Satisfaction for Salesforce Get Satisfaction for Salesforce Document Transcript

  • Get Satisfaction Datasheet - July 2012 Get Satisfaction Datasheet Get Satisfaction for Salesforce Customer Communities that Power the Social EnterpriseGet Satisfaction for SalesforcePowering the Social EnterpriseGet Satisfaction and Salesforce areteaming up to drive rich, social, customerengagement in the CRM. With thisintegration, Get Satisfaction customerscan amplify the value of customerconversations by embedding them inSalesforce as “topic objects,” a perfectaddition to the social enterprise to bringthe outside-in value of social engagementto the system of record.Features and Benefits Customer Engagement PlatformCommunity-powered social enterprise features to: Get Satisfaction customer communities allow you to: • Bring social context to your customers’ and • Engage in rich conversations anywhere your prospects’ account records. customers are discussing your brand, be it your web page, a mobile device, Facebook, Twitter or • Manage and scale your Facebook brand page your brand page. engagement (including direct messages from customers) using Get Satisfaction community • All conversations are highly indexed and management tools. discoverable through search engines – build social assets which increase customer self- • Notify the social enterprise about important service and satisfaction. community topics via Chatter. • Topics are synchronized with the “Topic Object,” a • Manage and moderate community topics from custom object that can be leveraged within SFDC. throughout Salesforce, Service Cloud, • Create custom workflows to bring real voice of Marketing Cloud, and Sales Cloud. customer content into your SFDC org. • Rich analytics help you understand your online • Analyze community data and correlate with other community health and measure effectiveness of business data using Salesforce reporting. your customer engagement strategies. 1 1550 Bryant Street, Suite 350, San Francisco CA 94103 - 877-339-3997 - www.getsatisfaction.com
  • Get Satisfaction Datasheet Get Satisfaction for SalesforceFor MarketersGet Satisfaction helps marketers build communities of In Facebook, Get Satisfaction offers unique technology forbrand advocates with the following features: marketers to create customer community as part of the brand page. This “owned media” community provides the• Daily dashboards to understand popular community ideal platform to capture content and contact information content and patterns in customer participation. from your most engaged customers, as well as push• Analytics tools to identify customers who are most likely promotions and special offers. Using Salesforce, Get to become advocates. Satisfaction also offers tools to capture direct messages• “Champion” badges to give customer advocates special from consumers in Facebook and route them to the recognition and access to moderators tools appropriate business stakeholders, whether they be agents in Service Cloud, marketers in Marketing Cloud, or account• Capability to integrate with your existing marketing execs in Sales Cloud. automation and email campaign technology.For Customer SupportSocial media has forever transformed customer service… If yesterday was about one-to-one interactions with agents,the landscape today is about self-service multi-channel today is about leveraging Get Satisfaction to transformexperiences (Facebook, Twitter, organic search, and agents into Community Managers who guide many-to-manymobile), and your customers have never been more “in conversations and peer-driven support. When a privatecontrol.” Amping up Service Cloud with Get Satisfaction resolution is necessary, unanswered community questionsCommunities gives customers an unmatched social and problems become cases in ServiceCloud, where theysupport solution that will scale to serve millions of can enter a traditional support process. Layer powerfulconsumers. At the same time, watch your customer case resolution technology on top of a self-service model tosatisfaction and retention improve while your cost to bring uniquely effective and powerful resolution to yourservice drops. users, boosting customer satisfaction, loyalty and retention. “Get Satisfaction for Salesforce is the ultimate self-serve tool ... Customer questions posted in our Get Satisfaction Community map to “Topics” in Salesforce. Over 80% of these support questions are answered by other customers in the community. If not resolved, we automatically create a case in Salesforce Service cloud for support follow-up. This allows us to provide both amazing self-service and faster resolution.” -- Brian Vanderzanden, Technical Support Manager at Webtrends 2 1550 Bryant Street, Suite 350, San Francisco CA 94103 - 877-339-3997 - www.getsatisfaction.com