Get Satisfaction Takes Twitter Brand Management to the Next Level

May 22 at 6:06am by

Recently, I’ve been discussing how Twitter and services for searching it like Summize and Tweetscan are becoming essential for brand management and customer service. Get Satisfaction, the public discussion site for obtaining customer service (both from the company in question and other customers), is taking that concept a step further by launching two new products today: Overheard and Help Center.

Overheard is essentially Twitter search that is tightly integrated with Get Satisfaction’s existing features. For example, Comcast’s Overheard page shows recent Tweets of users discussing Comcast – this piece is actually powered by Summize. The twist is that you can reply through Get Satisfaction, and thus add additional data, such as photos & video, tags, suggested products, and most importantly, more than 140 characters of description. That reply will be seen by the user that asked the question on Twitter, where they’ll be directed to the Get Satisfaction page that has the response. Prior to launch, Overheard has been in testing with MyBlogLog, O’Reilly, and Seesmic, in addition to Comcast.

The second product announcement from Get Satisfaction is Help Center, which essentially extends all of the service’s features, including Overheard, to other web sites. Thus, any site can use Get Satisfaction under its own branding, and connect it to their own customer support systems. Thus, companies can now integrate Tweets the same way they integrate support tickets into their various systems for addressing customer service issues. MyBlogLog and Skitch have both already integrated Help Center into their sites, which you can check out here and here.

I really like this move from Get Satisfaction. Twitter (when it’s up) has proven to be especially efficient at uncovering trouble spots and potential feature ideas for a multitude of companies. Meanwhile, Get Satisfaction has emerged as a discussion hub for customer service issues that traditional customer service isn’t addressing. Combining the two will make Get Satisfaction a much more powerful tool, and give the corporate types that want a convenient all-in-one interface something to chew on.

mashable109:http://mashable.com/2008/05/21/get-satisfaction/

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