Leverage Community to Reduce Support Costs and Drive Product Innovation

Zoli RadnaiSenior Community ManagerPrezi.com

Get Satisfaction is the leading customer engagement platform, designed to build

authentic relationships between customers and companies.

About Get Satisfaction

70,000 Customer

Communities

35 million consumers/

month

Connect with each other and the companies they

care about

To ask questions, share ideas

and report problems

@getsatisfaction

We Help Companies

• Acquire More Customers• Improve Customer Service

Experience• Drive Product Innovation

@getsatisfaction

Drive Real Business Results

75% Reduction in Support Tickets

1200 Product Ideasfrom the Community

athenahealthClient feedback and

insight into R&D

50% Decreasein Support Costs

1,000 Product Champions per Month

9 Brand Communities

@getsatisfaction

Zoli RadnaiSenior Community Manager

Agenda

Prezi background & business problem

GetSatisfaction solution

Question & Answer

@getsatisfaction

About Prezi

• Launched in April 2009

• A virtual whiteboard that transforms monologues into conversations

• Enables people to see, remember, and understand ideas

• More than 15 million registered users

• Has business and education applicability

@getsatisfaction

Wanted: Customer Engagement for Support and Product Feedback

• Began searching for a community management platform when the company was small

• Wanted open discussion, peer-to-peer support

• Sought a more action-oriented solution than traditional forums

• Prezi development is highly feedback-based, so needed a way to capture and track it real-time

@getsatisfaction

Agenda

Prezi background & business problem

GetSatisfaction solution

Question & Answer

GetSatisfaction solution

Prezi background & business problem

@getsatisfaction

Why Get Satisfaction

• Outcome-oriented solution that’s easy to use for support, feedback, and marketing content

• Tight integration with Zendesk

• In-depth analytic capabilities of GoodData for Get Satisfaction

• Champions program

@getsatisfaction

Adoption is increasing and we’re getting positive feedback from members• International English

community + Spanish community

• More than 42,000 topics to date

• 46,300 people participating

• About 800 new topics and 2,700 actions per month

• Tons of product ideas already implemented

@getsatisfaction

Community for easy, self-serve support!

• Hiring strategy leverages Get Satisfaction Champions

• Integration with Zendesk allows for private, personal, as well as social support

• Engagement and participation are high

@getsatisfaction

Community for product innovation, issue analysis, & resolution!

• Get Satisfaction is official peer-to-peer support & discussion forum

• Easy to let community know whether ideas are Under Consideration, Completed, or Not Planned

• Lots of product ideas have been implemented

• Real-time product testing made easy @getsatisfaction

Agenda

Prezi background & business problem

GetSatisfaction solution

Question & Answer

GetSatisfaction solution

Question & Answer

@getsatisfaction

Questions?

@getsatisfaction

Contact us!Call (877) 339-3997   

or visit us online 

www.getsatisfaction.com/corp/solutions