GetSatsifaction Customer Success Stories

1. CUSTOMER SUCCESS

2. LISTEN, ENGAGE, SUCCEED
Get Satisfaction is built from the ground up as a customer-
facing platform, designed to build authentic relationships
between customers and companies. More than 35 million
consumers each month use Get Satisfaction’s network
to connect with each other to ask questions, share ideas,
report problems, and truly engage with the brands and
companies they care about.
To us, success is all about helping companies engage with
their customers to deliver real business value throughout
the customer lifecycle.
See how our customers are driving real business results by
getting closer to their customers…

3. Mindjet
“Quite honestly, it was purely the rollout of
Get Satisfaction that started to change the
way we related to our customers.”
CHALLENGES 2
No Mindjet employees were on social networks interacting with customers.
Almost 2,000 topics
They were looking for a solution that would change company culture to
empower employees to interact with customers directly and facilitate Over 2,100
conversations amongst Mindjet users. At the same time, 60% of Mindjet community members
customers say they came to them through word of mouth, so they needed 11 products
a way to operationalize customer endorsements. supported on Get
Satisfaction
GET SATISFACTION SOLUTIONS Customer since 2011
Mindjet chose Get Satisfaction because they felt the team was supportive
and committed to their success. In addition, seamless integration with
Salesforce allowed Mindjet to manage customer conversations and resolve
cases using one system. They liked the intuitive user interface that quickly
drove adoption company-wide.
The marketing team, developers, and support agents all use Get
Satisfaction to get closer to their customers and better understand their
needs.
RESULTS
Get Satisfaction has created positive cultural change at Mindjet. Employees
who previously never came in contact with customers now regularly
interact with them. Product management regularly incorporates feedback
from the community. The marketing team gathers relevant content from
the community to use for marketing pages throughout their website.
Furthermore, customer advocates have identified themselves and often
hop in to answer questions even before employees do.

4. Ustream
“Get Satisfaction allows us to build a knowledge
base that we can use to answer questions that are
commonly asked. We can connect more deeply with our
customers, providing them with key announcements,
dealing proactively with crises, and gaining product
insights that we wouldn’t otherwise have.”
CHALLENGES 3
Ustream was growing rapidly and needed a way to scale support to millions
Over 8,000
of users. Support agents were often answering the same questions topics posted
repeatedly, so they needed a solution that would empower users to help
themselves. By leveraging community, Ustream sought to communicate More than 16,300
community members
with customers in a quick, user-friendly way.
12 products
supported on Get
GET SATISFACTION SOLUTIONS Satisfaction
Ustream chose Get Satisfaction because it is easy to implement and Customer since 2009
intuitive to use. Most important, they’re now able to communicate product
updates and manage service issues with millions of users quickly and
easily. Engineers are able to get real-time feedback from the people who
are using their product every day. They now use Get Satisfaction as a
cost-effective way to iterate on new products by leveraging customer
feedback, instead of relying on costly, time-intensive testing.
RESULTS
Ustream experienced a 55% reduction in support tickets once they
implemented Get Satisfaction. Their community won the 2012 Forrester
Groundswell Award for Q&A, Problems, and Product Feedback. Ustream
is also better equipped for crisis management — when they experienced
a denial of service attack from Russia, Get Satisfaction allowed them to
communicate regular updates to their entire community from one easy-to-
use, central platform.

5. Mint
“If you search on Google for Mint plus your bank’s name,
you’re going to see getsatisfaction.mint.com in the top
one or two results. The indexing is awesome with
Get Satisfaction. The power of Get Satisfaction’s
search visibility ensures customers find us and
answer their questions quickly and easily.”
CHALLENGES 4
Mint was growing rapidly and struggling to scale their support. They
75% reduction in
wanted a way to tap into the knowledge of their customers to answer basic support tickets
product questions, so that their support agents were free to focus on more
technical issues. They spend very little on advertising, so they also were 2,965 ideas
generated by loyal
looking to leverage word of mouth and social media.
customers
Over 89,000 topics
GET SATISFACTION SOLUTIONS
Almost 237,000
Because most support issues at Mint emerge from temporary bank community members
connection problems that affect millions of users all at once, Get
Satisfaction is a critical tool for keeping all their customers updated in Customer since 2007
real-time. In addition, they’ve also found that it’s a gold mine for getting
customer feedback in front of the product team to better prioritize
development efforts.
RESULTS
Mint reduced support tickets by 75% once they activated Get Satisfaction.
Their community won the 2011 Forester Groundswell award for great
customer support. They now support over 10 million users with their
community easily, since they don’t need to rely on one-to-one support for
each question.

6. Webtrends
“80% of customers are helping themselves with
the tools we provide them, including documentation,
training, and the Get Satisfaction community.”
CHALLENGES 5
Webtrends wanted to scale their support organization and leverage
Over 2,500 topics
a community to ensure the answers to repeated questions are easily
available for all customers. They also required a solution that is tightly More than 1,200
integrated with their case management workflows with Salesforce Service community members
Cloud. 11 products supported
on Get Satisfaction
GET SATISFACTION SOLUTIONS Customer since 2008
Webtrends mostly uses Get Satisfaction as a support community, which
can be accessed both from website and their Facebook brand page. Topics
created in the Get Satisfaction community automatically become topics in
Salesforce. Customer service agents monitor problems that have not been
answered, and with the push of a button, create a case in Service Cloud for
customer support agents to answer the customer directly. Or agents can
post answers from Service Cloud directly into the community.
RESULTS
80% of questions asked in the community are answered by customers
or are able to be answered by the tools (FAQ, community, and other
resources) provided by Webtrends. This leaves support agents free to
focus on more complex issues. Multiple entry points into the community,
including Facebook and the website, ensures customers can find the
resources they need.

7. Enphase
“When I make an update or reply to a topic in Get
Satisfaction, search engines index it right away, so when
we tell people who are looking for very technical data to
search on Google, a lot of times the community topic will
come up first. It is extremely helpful and very beneficial
because our customers can find the information they need.”
CHALLENGES 6
As Enphase went public, went global, and released a new, rapidly spreading
Over 1,500 topics
product, they decided to look for an online community to support their
customers and scale their solar energy company. Because of the highly More than 2,500
technical nature of their products, they needed a place where their community members
customers could come together, ask questions, share suggestions, and 8 products supported
interact with each other and Enphase employees. on Get Satisfaction
Customer since 2011
GET SATISFACTION SOLUTIONS
Enphase originally chose Jive Software to host their community, but
decided to switch because the Jive community was more expensive
and lacked technical flexibility to integrate with customer experiences.
Migrating to Get Satisfaction was smooth with the assistance of a Get
Satisfaction account executive. And Get Satisfaction supports their
requirements for unlimited licenses and single sign on.
RESULTS
Enphase has three main types of customers—ones with highly technical
expertise, ones with very basic technical knowledge, and solar installers.
They love that these customers come together in their community to
support each other, answer questions, and piggy back off of each other’s
comments to create rich, valuable conversations and suggestions.

8. Mindflash
“The ideas that we get from our Get Satisfaction
community have become an early indication for
us of where we have to focus on our product.”
CHALLENGES 7
Mindflash wanted to help as many customers as possible, but had limited
775 topics posted
resources dedicated for support. They needed a way to empower users to
help each other and themselves. They were also looking for a way to build Over 800 community
regular interactions with customers for product feedback. members
Customer since 2009
GET SATISFACTION SOLUTIONS
Everyone from engineers, support agents, sales people, and even the CEO,
is in the community to hear feedback, respond to customers, and form
relationships with them. Community is primarily used for product feedback
and support, but it also provides the opportunity for customers to talk to
prospects. Users love the opportunity to share their feedback and vote
on product suggestions, and they benefit from the access to people with
different expertise throughout the company.
RESULTS
The product team now has more insight into which product features to
focus on and whom to talk to for more feedback about various features.
Not only do customers and employees from all levels of the company
mingle in the community—prospects are also in the space, so they are able
to ask pre-sales questions from existing customers and hear first-hand
testimonial from people already using Mindflash products.

9. Have questions?
Feel free to call
877.339.3997
and talk to a real human,
or you can email
info@getsatisfaction.com.
For more information on features and plans so you can implement more functionality within your own community, call 877.339.3997.