Customer support startup Get Satisfaction is partnering with social marketing company Involver today to update its Facebook app to become more customer-friendly. Get Satisfaction’s Facebook app, which launched last year, adds a customer support tab for a brand’s Fan Page.
Customers can begin wall discussions in the form of four topic types: Ask a Question, Share an Idea, Report a Problem, or Give Praise. When customers begin to post a question, Get Satisfaction searches for and suggests similar threads to give consumers instant answers to commonly asked questions.
The company says that Get Satisfaction for Facebook is used by more than 600 companies and organizations, including Procter and Gamble, Flipboard, and Gilt Groupe.
Unfortunately, the application wasn’t able to import support questions on the Facebook Fan Page into the company’s existing Get Satisfaction community on the web. Today, Get Satisfaction is partnering with Involver to integrate the Facebook Wall with a company’s existing Get Satisfaction community, allowing support agents to import wall conversations directly into the community for discussion and resolution. The updated Facebook app will collect and organize all the social knowledge (questions, feedback, concerns, and praise) found on the Facebook wall into a company’s Get Satisfaction web based community.
So why is this a big deal? It helps companies transform Facebook Fan page requests into actionable information within the Get Satisfaction community. And the fact is that some support agents would rather not conduct these conversations on Facebook itself, but within the support community. Get Satisfaction CEO Wendy Lea says that this was one of the top requests from customers.