The Get Satisfaction Product Roadmap
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http://ow.ly/hsc9k, Are you using your customer community to deliver excellent support at a low cost? Get Satisfaction communities are dynamic, searchable resources for your customers to ask ...

http://ow.ly/hsc9k, Are you using your customer community to deliver excellent support at a low cost? Get Satisfaction communities are dynamic, searchable resources for your customers to ask questions, report problems, share feedback, and give praise. In this webinar J.R. Cast of Rhapsody discusses how Rhapsody uses their customer community to create a great support experience for their customers.To extend our technology base to accommodate growth
and expedite new product development
2. To create more customer engagement in Get
Satisfaction communities
3. To provide new tools to capture, engage, segment, and
directly communicate with customers
3

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The Get Satisfaction Product Roadmap Presentation Transcript

  • 1. The Get Satisfaction Product Roadmap October 30, 2012 Twitter: #GSproductDavid RowleyChief Technology OfficerGet Satisfaction
  • 2. Get Satisfaction Vision! A highly connected and flexible platform enabling valuable conversations –  Between consumers and businesses of all types and sizes –  Integrating and extending social media connections –  Aware and in support of the entire customer lifecycle! Upon which we build solutions that enable –  Communities for creating valuable customer engagement –  Marketing solutions for customer acquisition –  Data products for understanding consumer intent, behavior, and sentiment! As relevant in the mobile world as on the desktop #GSProduct  
  • 3. Our roadmap is driven by 3 initiatives:1.  To extend our technology base to accommodate growth and expedite new product development2.  To create more customer engagement in Get Satisfaction communities3.  To provide new tools to capture, engage, segment, and directly communicate with customers #GSProduct   3
  • 4. Our roadmap is influenced by who weserve:! Consumers, who use our platform to –  Interact with each other and with brands –  Find answers, provide feedback, make buying decisions! Business users, who use our platform to –  Interact with each other and with consumers –  Manage and extract value from the community! Applications and partners in the ecosystem, who use our platform to –  Access underlying entities and business logic –  Provide and consume community data #GSProduct  
  • 5. We are building apps and services alignedwith these initiatives and constituents! A NEW configurable, flexible Community App for consumers, based on a mobile-first design! A NEW separate app for business users—community managers, administrators, and marketing professionals! A scalable, service-oriented platform that allows us to build new front-end apps quickly, and easily connects with partners in our ecosystem #GSProduct  
  • 6. Built upon a modular system architecture Community   Business   Engage   Facebook     App   Console   Widgets   App  REST  API   Pla.orm   Connector   External   Persistence   Framework   Systems   Layer   #GSProduct   6
  • 7. What we’re building now Community   Business   Engage   Facebook     App   Console   Widgets   App  !REST  API   Community Web Application New –  Targeting the mobile user (“mobile first” design); extensible to tablet and full-screen Pla.orm   –  Template driven: configuration and customization of the user experience –  Will evolve into the primary web and mobile view into the External   Persistence   Connector   community for consumers Framework   Systems   Layer   –  Targeting initial launch (mobile only) Q4 2012 #GSProduct  
  • 8. #GSProduct   8
  • 9. What we’re building now Community   Business   Engage   Facebook     App   Console   Widgets   App  ! NewPI   REST  A Business Console –  Purpose-built for business users (i.e. doesn’t mix consumer and business user functions) Pla.orm   –  Initial release focused on community setup—“Get Started” –  Enhanced moderation and curation functionality will follow, informed by use cases taken from our community External   –  Additional business user/management functions will be moved into this new Connector   Persistence   web app over Layer   time Framework   Systems   –  Targeting initial launch (Get Started) Q4 2012 #GSProduct  
  • 10. #GSProduct   10
  • 11. #GSProduct   11
  • 12. What we’re building now Community   Business   Engage   Facebook     App   Console   Widgets   App  REST  API  ! Ongoing Enhancements to Engage Widgets –  Improved configuration Pla.orm   –  Product filtering on all Get Satisfaction plans –  Various usability and functionality improvements based on Connector   External   customer feedback Persistence   Framework   Systems   Layer   #GSProduct  
  • 13. What we’re building now Community   Business   Engage   Facebook     App   Console   Widgets   App  REST  API  ! Improved Facebook App Pla.orm   –  Rewritten to improve admin setup, overall robustness –  Localization support –  Private messaging Connector   External   Persistence   –  Rollout occurring now Framework   Systems   Layer   #GSProduct  
  • 14. What we’re building now! Scalable, Distributed Platform –  Promotes rapid application development; apps leverage APIs that expose Community   Business   Engage   Facebook     underlying business objects App   Console   Widgets   App   –  Managed APIs for developers at large, customers, and partners –  Consistent authentication and authorization layer, caching layer to simplify app development and integration REST  API   Pla.orm   Connector   External   Persistence   Framework   Systems   Layer   #GSProduct  
  • 15. What we’re building now! Scalable, Distributed Platform Community   Business   Engage   Facebook     App   Console   Widgets   App  REST  API   Pla.orm  –  Connector framework for 3rd party integration–  Plug-in approach allows quick Connector   External   Persistence   deployment of new solutions Framework   Systems   Layer   leveraging partner systems #GSProduct  
  • 16. What we’re building next! Evolving the New Community App –  Mobile è desktop; template-driven web app is the new Community –  Features focused on user engagement, managed customization! Extending the Business Console –  Features focused on curation, workflow, community template editor, enhanced community analytics! Growing the Platform –  Establish a marketplace for plug-in development –  Advanced analytics to support marketing insight, data products #GSProduct  
  • 17. Upcoming Feature Deliverables! Phase 1: Establish New Technology Foundation –  Build new Community and Business Console apps: first deliverables Q4 –  Extend API endpoints in Platform to support new apps: first deliverables Q4 –  Extend data model to support categories (curation and sub-communities), roles (access control, private content): start Q1 2013! Phase 2: Drive Engagement in Communities –  CHA 2.0: demoed in Q3, GA in November –  Federated Search: demoed in Q3, GA in November –  Moderation & Curation in Business Console: start dev in Q4, deliver in Q1 2013 –  New Community app with gamification (e.g. enhanced profile, reputation) gadgets: Q1 2013! Phase 3: Tools and Data Products for Marketers –  Partner email system integration: Q1 2013 –  Advocate identification: Q2 2013 –  Intent prediction: Q3 2013 #GSProduct   17
  • 18. QuesFons?  
  • 19. Contact  us!   drowley@getsaFsfacFon.com     Call  (877)  339-­‐3997         or  visit  us  online    www.getsaFsfacFon.com/corp/soluFons