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