Get Satisfaction Brings Social Customer Support to Mobile Devices
Mobile Web application helps companies “love their customers” on the go
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SAN FRANCISCO, CA – Wednesday, 11/16/2011 – Get Satisfaction, the social business software platform that builds stronger relationships between companies and their customers, today released a mobile web application that brings community support to handheld devices. The mobile web app is in public beta on iPhone, and will be incorporated in all paid Get Satisfaction communities beginning on November 16, 2011. Support for Android and Blackberry 6+ will follow shortly thereafter.
Get Satisfaction for mobile provides app users with easy access to support from their device, and also brings shoppers the information and answers they need at the in-store point of sale. The app brings the social knowledgebase of 3.1 million registered Get Satisfation users to customers wherever they are in an easily digestible and highly discoverable form.
Research suggests that 51% of US consumers are more likely to do business with a company that has optimized their their browsing experience for mobile. According to recent data from Google’s Our Mobile Planet project, 31% of the US population now owns a smartphone, and 27% of them report that they have changed their minds while making a purchasing decision in-store based on information they gathered via their phone.
"Mobile is already 10% of our business and we expect that to double in 2012,” said Fred Soneya, head of e-commerce at Kiddicare, the largest online retailer of baby gear in the UK. “We know that our customers are watching product videos on mobile, they’re shopping on mobile, and they’re looking for answers on mobile, so support and community for those experiences are essential.”
Here’s how it works:
Dad’s browsing the supermarket shelves for diapers and he can’t really tell the difference between all the choices. What he needs is a quick answer about durability. That’s where Get Satisfaction comes in. Dad can do a quick Google search on his smartphone and land in a social knowledgebase that gives him access to questions and previous answers from consumers like him.
Similarly, a user playing a game on a mobile app can request help, report bugs or interact with other users who have encountered issues similar to his. Both can ask follow-up questions, start a new topic, suggest an idea, raise a concern, or report a problem, interacting directly with a brand and its champions wherever they are.
“StumbleUpon is focused on helping people discover new and interesting things from across the Web and mobile,” said Marc Leibowitz, VP of Marketing and Business Development, StumbleUpon. “Get Satisfaction helped us scale support when we grew from 10 to 20 million users in just over a year. Now that mobile is the fastest growing part of our business, we expect to see the same dynamic of users helping each other and quickly resolving their issues on this platform as well.”
"Companies need to engage with their customers where they are and on their customers’ terms -- increasingly that means mobile,” said Wendy Lea, CEO, Get Satisfaction. “Our mobile offering expands entry points for support at a lower cost, accelerates idea generation and helps companies market more intelligently. And it does all those things in a way that’s highly discoverable, intuitive and easy.”
About Get Satisfaction
Get Satisfaction is an online community platform that helps companies build better relationships with their customers. Our solution is used by the world’s best brands to improve customer support, develop great products, drive customer loyalty, and build better business. For more information, visit www.getsatisfaction.com.