A new Web site titled Get Satisfaction recently launched, allowing customers to post feedbacks about their experiences with companies. The site also encourages these companies to look at the complaints and respond publicly. Get Satisfaction is just one of many new customer service blogs, including PlanetFeedback and Complaint.com.
According to the New York Times, venture capital-funded Get Satisfaction hopes to become financially stable. Instead of selling ads, the company's goal is to persuade other companies to buy its software, which helps the companies to communicate with customers.
Thor Muller, the Get Satisfaction CEO, told the Times, "We want to create a Switzerland for companies and customers, with specific tools that allow people to get answers to their questions."
Patti Roll, the director of marketing at Timbuk2 and an early user of the Web site, told the New York Times, "There were a lot of conversations going on outside of Timbuk2, on student blogs and other sites. Get Satisfaction is a way for us to aggregate that into a format that's easy to utilize."
Muller explained to BusinessWeek in 2007 that Get Satisfaction's service works because of its simplicity. "The problem with most customer-service solutions is that they're too complex," he says. Get Satisfaction allows companies "a lot of the participation that ordinarily doesn't get realized in the silos of a traditional forum."
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