CopyDiva

When was the last time you felt friendly about embarking on a customer support experience? I am guessing it wasn’t recent. Some things that I use seem to break or be slow often — Twitter and Facebook both come to mind. But, there are lots of things that a company can learn from exposing comments from customers and users of their products and services. This is the general idea behind Get Satisfaction. A free service, anyone can start a section on any product by any company. Companies that are smart have people who participate in these areas to provide answers to questions, get feedback and generally reach out to their users.

The idea is that Get Satisfaction is hoping to help companies make customer service a truly two-way interaction. I am not sure how the posts will be organized — self-tagged by users? — but what’s interesting is letting complaints, suggestions, and other comments hang out in a public social media environment.

Apparently, Twitter is one of the beta users. Tagged topics range from “broken” to “bugs” to “friends.” Anyone can respond to a posting, so that means power users can help as much as a company. This could in some way take pressure off companies who get inundated with questions, alot of time redundant questions.

What’s interesting is that companies now have an ability to actively allow this two-way communication that is social in nature. I’ll be interested to see what happens. Like other social sites, this one will be ripe for gaming.