Get Satisfaction....Are you sure ?

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  • Updated 7 years ago
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The worry I have about moving to something like "Get Satisfaction" is that TechSmith is moving down the same road that Adobe has done in regards to their "customer support" (or lack of it) for Captivate - which is close to zero! There is a forum for Captivate users, which looks very similar to this site and from my experience of the Adobe Forum, Adobe has simply abandoned their customers to work it out themselves. Adobe has just cut their ties with their customers -which is typical standard customer support for Adobe- and we have to rely on of a couple of dedicated Captivate experts (not Adobe employees) to help us out. I just worry that TechSmith is starting to go down the same road..................

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  • worried

Posted 9 years ago

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Matt Pierce, Employee

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Official Response
Hi Noel,

First I want to say thank you for providing your feedback and concern. I can totally understand where you are coming from and frankly in dealing with an organization, I want to make sure I'm not going to be cut off from them - especially if they've always tried to listen and hear me.

We are hoping that our experience with Get Satisfaction provides an experience that is polar opposite to what you describe. We hope to improve our interactions, provide more support, and develop better and deeper relations.

TechSmith has, does, and will continue to work diligently to provide fantastic support and experiences for customers of our products - whether you've been a user from the beginning, just getting started, or just trying out the products. One of the outcomes of moving to this new format is that we are hoping to have more TechSmith employees engaged with the community.

You'll notice that there is the badge at the top right - TechSmith employees are here to help. We are! We also have non-TechSmith volunteers helping. These are folks who know the products and have passionately helped others be successful. We feel that this will help provide a balance of those who represent the company - and those who won't be afraid to provide their real life experiences and answers.

There are multiple benefits that Daniel Foster outlined in a post in our User-to-User forums of why we are trying this out. I want you and everyone else to know, that we are serious about getting this right and making it a good experience. With that said, we also realize that over time the methods and tools we may use need to change. We hope that Get Satisfaction will be helpful and useful and better than what we have - but if it doesn't, and it isn't working, we are also not opposed to continuing the process of making it better.

If anything, I want you to know that I feel like we are actually ramping up our interaction. In addition to using Get Satisfaction, we have created a web show called The Forge ( through which we hope to get more interaction. We are actively monitoring Twitter and sharing tips, help, and friendly conversation with people there. We continue to offer free support for our products, and are always trying to make sure we are listening to your comments, suggestions, gripes, and anything else that you think we should hear and know.

So this is really a long way of saying - we don't want to be what you describe and we're committed to providing fantastic interactions and support.

I hope this eases some concerns.

I'm happy to answer any other questions, provide any other information I can, or generally provide other help as needed.

Thanks again Noel.

Matt Pierce
Customer Engagement Manager
TechSmith Corporation