Customer self help and community forum building vendor Get Satisfaction announced a small business version of its platform, a set of tools that had previously only been available at a free or enterprise level.
Focus on Small Businesses
While Get Satisfaction is focusing its latest release on small businesses, the enterprise level package is also being tweaked slightly, Scott Hirsch, VP of product marketing said in an interview. Get Satisfaction has always been an open product, Hirsch said, and because it has so much user content, it organically ranks high in SEO. Companies are taking advantage of this, and the new small business product helps to do this by focusing on community managers.
Part of the repackaging of the platform for small businesses was simply to make it easier to try and buy, Hirsch said. The pricing is now based on the number of seats needed. It's US$ 49 per month per seat and includes a 30 day trial for testing it out. A similar repackaging is in the works for the enterprise level option, and again, the idea is to make it easier for buyers to try out, Hirsch said.
The Small Business Plan includes the handy Getting Started App that helps guide community managers along the system launch. It also helps them seed the community with content and invites customers to join.
Community Health Analytics, a feature grabbed from the enterprise level option, is also now available to Small Business Plan users. It can be used for id'ing advocates, engaging in feedback and customer support, for example. Facebook and Hootsuite integration are also available in the Small Business Plan.
Flipboard community powered by Get Satisfaction
Future Plans and Growth
Get Satisfaction is a growing enterprise option even though it has spent most of its growth in the consumer facing arena. The company needs to grow outside of the US and UK, and to do this, it's working on developing Chinese and Japanese language versions, Hirsch said. Additionally, more types of industries are using Get Satisfaction, as all of the early adopters were technology companies.
That's actually pretty logical because complex problems or groups of enthusiasts around a product often find a strong fit, Hirsch said. The company doesn't release how many customers it has, but many new customers have been focused around the consumer brands, food, fitness and even education sectors, he said.
Often times, these new prospects will come to Get Satisfaction after having examined a product like Lithium, Hirsch said, and they mostly say Get Satisfaction is simpler and less expensive.
"We see ourselves as the disruptor," Hirsch said.
One of the other main competitors used to be Right Now, a company that has since been bought out by Oracle. We aren't saying any big companies are eyeing a Get Satisfaction purchase, but no doubt they are in conversation with some of them.