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Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation
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Transcript of Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation
![Page 1: Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation](https://reader031.fdocuments.us/reader031/viewer/2022020217/545307e4af79597c338b45fc/html5/thumbnails/1.jpg)
Leverage Community to Reduce Support Costs and Drive Product Innovation
Zoli RadnaiSenior Community ManagerPrezi.com
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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
![Page 3: Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation](https://reader031.fdocuments.us/reader031/viewer/2022020217/545307e4af79597c338b45fc/html5/thumbnails/3.jpg)
We Help Companies
• Acquire More Customers• Improve Customer Service
Experience• Drive Product Innovation
@getsatisfaction
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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
![Page 5: Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation](https://reader031.fdocuments.us/reader031/viewer/2022020217/545307e4af79597c338b45fc/html5/thumbnails/5.jpg)
Zoli RadnaiSenior Community Manager
![Page 6: Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation](https://reader031.fdocuments.us/reader031/viewer/2022020217/545307e4af79597c338b45fc/html5/thumbnails/6.jpg)
Agenda
Prezi background & business problem
GetSatisfaction solution
Question & Answer
@getsatisfaction
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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
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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
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Agenda
Prezi background & business problem
GetSatisfaction solution
Question & Answer
GetSatisfaction solution
Prezi background & business problem
@getsatisfaction
![Page 10: Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation](https://reader031.fdocuments.us/reader031/viewer/2022020217/545307e4af79597c338b45fc/html5/thumbnails/10.jpg)
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
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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
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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
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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
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Agenda
Prezi background & business problem
GetSatisfaction solution
Question & Answer
GetSatisfaction solution
Question & Answer
@getsatisfaction
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Questions?
@getsatisfaction
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Contact us!Call (877) 339-3997
or visit us online
www.getsatisfaction.com/corp/solutions