Online Tool Helps Users “Get Satisfaction”
Posted by Ted Hopton on January 30, 2008
I just had an experience with an online help tool that looks like no other I have seen. I was looking for PB Wiki help and I got directed to their Get Satisfaction site. I’m a heavy wiki user (they call me “Wikiman”) and I wanted to learn how others are using wikis for project management.
I was not so impressed with the amount of resources in the Get Satisfaction site for PB Wiki, but I assume that’s because it’s only recently been deployed. The interface appears to be intuitive, it’s graphically appealing, and it’s an awful lot friendlier and welcoming than a standard forums page. I always feel overwhelmed the first time I go to a company’s user forum page — it’s just intimidating to see so many specific topics going on for page after page.
So, I posted my question and I’ll see what kind of response I get. According to the site, 17 PB Wiki staffers were “listening” on the site, so it’s not just depending on users to respond. Either way, if you’re looking for a customer-facing online help tool for your organization, you might want to take a look at Get Satisfaction’s application.
Oh, one more thing: it’s free! There’s quite a long list of companies that are already using it, too. And if you don’t set it up for your company, there’s a chance that one of your customers will (that’s one of the options allowed). I won’t even go into the whole topic of managing user-generated content about your organization, but let’s just say that this tool could be used both for good and evil purposes. Consider this your heads up!
