Here is what I love about Get Satisfaction customers: We went live with our big Get Satisfaction 2.0 release (huzzah!), and tons of people weighed in with feedback.
Feedback ran the gamut from, “I love you more than words can say!” to, “I wish you had never been born.” Oh, wait. Scratch that. That was my big relationship break-up from a few weeks back.
In all seriousness, this was an especially big redesign for us. As with any redesign, there are all kinds of niggling details that might need to be tweaked. Some of them are things we’ve labored over for months: nudging, moving a few pixels to the right, flipping things around 180 degrees, inverting, holding up our thumb from a distance, turning around and asking everyone else if it looks straight to them — all that.
As with any act of software creation that lives on the Internet, you’re never going to fully realize your vision (especially the collective vision of many people working together) on the day you release your work to the World Wide Web. Bugs need to be fixed. Decisions might need to be re-thunk. Bedeviling details need de-deviling.
And that’s where our customers came in. They quickly let us know what they liked, what they missed from the old version, and what they didn’t yet understand. Thanks to their participation, we’ve been able to very clearly (and quite easily) make changes that have already immeasurably improved our product.
One of the most important changes: the relocation and changes to our moderation tools. If you’re an employee who uses the moderation tools, you will now find them on the right-hand side of every topic page. No more drop-down bar that you have to open. We want those tools to be right there within easy reach at all times. Persistent. Always-on and ready to be used.
We’ve also streamlined these tools so the language is simple and clear, and we’ve made it possible for you to get more done with less clicking. You will sometimes need to make multiple, quick moderation actions on a topic as you go about curating your topics. The less clicking, the better.
Perhaps the most important detail of our many tweaks: Our newest moderation tool, the immeasurably handy Merge Topic tool, now suggests topics to you. We want to make it easy for you, as employees, to find and build up your canonical topics. By merging, you can build up an authoritative topic so future customer-service seekers will find the topic that is the most relevant. In addition, we’ve added the ability to paste in the URL of the canonical topic. We want you to have options: search for the right topic, paste in the URL you already know, or rely on an auto-suggest feature of canonical topics you’ve recently been merging into.
This new Merge Topic feature is designed to help you get on the road to building up a dynamic list of topics that truly are the most frequently asked or reported. Think of it as a dynamic FAQ that is built up from actual customer reports (as opposed to the questions you expect your customers to ask). They ask questions, report problems, and share ideas. You collect, curate, and promote topics that will be the most helpful to your community. This new tool is a big step forward and will help you shape the conversation in your Get Satisfaction community in new ways. I strongly encourage you to try it out.
We’re making tons of changes like this to our Get Satisfaction 2.0 release. We’ve been doing this nearly every day since the redesign based solely on the excellent feedback you’ve given us, and I wanted to take a few moments out of my day to thank you for your comments — and, of course, to encourage you to continue to send them our way. You’re helping us build a better product, while also fulfilling our belief in the power of sharing ideas.
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