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..................

Noel
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Noel

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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 (http://visuallounge.techsmith.com/201...) 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
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Noel

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Matt, Great positive reply that has restored my confidence and belief in TechSmith. Look forward to the new venture and thanks for such a genuine and positive reply.
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Rick Stone

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Hi Noel

Fancy bumping into you here! I'm Captiv8r from the Adobe forums.

Yes I'm an Adobe Community Professional and rah rah and all that, but I have to say that I totally stand in awe of the wonderful accessibility and dedication that I've seen from TechSmith over the years. These folks really seem to have a handle on supporting their products in a timely and personal manner. I totally and heartily applaud them and say "Well Done"!

Cheers... Rick :)
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Dave

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GetSatisfaction — or any user-to-user support form — works best when the company is completely committed to it. Half-hearted measures do more harm than good. I work in social media, so I'm keenly aware of how easy it is for someone to say "Let's let the community support each other" and sell it as a cost- and time-saving move. That approach smells like death. I can see that some people really hate GetSatisfaction because of its cutsey icons and smiley faces and what-not, but that's beside the point: what makes it work (or not) is your commitment to it. If participation and resolution of client requests is part of your techs' performance evaluations (that is, if they are aware that they will get paid more or less depending on how they contribute to using it to ensure customer success), then victory is assured. If it's "another darn thing" that they have to do, then doom is on the horizon.

I hope that TechSmith can live up to the tone you've set in Matt's message.
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Mike Curtis, Employee

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As an employee in user assistance, I am very intrinsically motivated to work in here.

I am looking forward to the increased transparency and less "one-off" emails. I've responded individually to hundreds of customers over the last few years, and it's beneficial to see where people are getting confused and it has no doubt helped make products better. However, I always worry about the people that had the same issue or question but didn't contact us. I hope this, while not a panacea, will also help the "lurkers".

We also see a lot of feature requests in our feedback emails, but I think this will better help us see trends and spark interesting discussions leading to new ways to solve a particular problem. The development teams too will like the unfiltered ability to see exactly what everyone is saying in their own words.

One thing that gives me a lot of confidence is the culture here takes user success and experience very seriously. It's not a Customer Service or Tech Support "problem". A whole range of people stay in tune and take what you say very seriously.

We'll see what happens! Results speak louder than intentions, true.
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RickyF

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Outsourcing your customer support via GetSatisfaction may save you money but in my experience it is a diminution of value. I have NEVER found it to be anywhere near as good or as satisfying as a company-run site. This prejudices me against TechSmith. Until this announcement I had a very high opinion of TechSmith, but less so now.

This reply was created from a merged topic originally titled
GetSatisfaction is NOT the way to go..
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Mike Curtis, Employee

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Hi Ricky, thanks for your feedback--it's a good reminder and warning about complacency. One good thing (that I hope you'll see backed by action and evidence) is that Get Satisfaction is crawling with TechSmith employes in addition to our spectacular moderators who have been working in our forums for years.

It is probably costing us a little more money in terms of employee time and what we pay for the service, but the benefits of being able to connect with, help, and have meaningful discussions with more people is what we are investing in.

We also hope it'll help our product teams better understand and evaluate feature requests and identify how people are trying to solve problems with our software. It's also kind of cool how individual developers can get unfiltered, direct feedback straight from our customers.

Oh, and this NOT for technical support. We have our onsite team for that. (http://support.techsmith.com) They are by far the best way to get technical problems resolved.

This system is far from perfect, and we're still learning. I wish it could do some things it cannot.

Thanks Ricky and everyone on this thread! I know this is fairly new, and time and action will tell. Hopes and promises are just words.
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Kelly Mullins, TechSmith Employee & Helper

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Hi Ricky,
I'm going to add my 2¢ here on this discussion as well.

I'm not sure what you mean by "outsourcing" but I will assume you mean handing off support to a company and/or location outside of TechSmith corporation - perhaps to an entity that does not have a vested interest in our customers or products.

However, this is just not so. I am an actual TechSmith employee who comes into the office each day, even through the snow and ice, and personally looks at each comment made on Get Satisfaction. I am only one of many dedicated TechSmith employees who receive an email each time someone asks a question, makes a comment, or puts in a feature request on the Get Satisfaction site.

In all, Product Managers, Information Developers, Instructional Designers, Software Engineers, User Experience Designers, User Researchers, and more are all represented on the list of employees who receive a notification each time someone posts on this site.

I hope you will see that instead of handing off our support and distancing ourselves from our customers, TechSmith Corporation is actually very dedicated to having those who bring you TechSmith software products be in constant contact with customers and potential customers.

The Get Satisfaction interface is simply a tool that is making it easier to have an ongoing, two-way conversation with customers just like you.

Thanks for your post... having real conversations about TechSmith corporation and the products we create is what will make this site a success.

Kelly
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Ian Daniel

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I don't get this Get Satisfaction software at all. Apart from it being a wanabe web 2.0 lazy man's support, what else does it have to offer.

If you are a business where customers pay you for a product or service this is all you need: Business > Support Contact Form/Email Ticket System

Direct one to one support is all that is required. If your business model cannot handle the amount of support enquiries then either reduce support enquiries via pre-support manuals, better product/service, FAQ's or get out as your business model does not financially work. Period!

Support/forum/community software where confidential support details are posted publicly and viewed by anyone other than the company providing the product or service should be burned at the stake!

GetSatisfaction software does not work.
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Manny Carvalho, Champion

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I agree with you about GetSafistaction. I don't like it either. However, I disagree with you about public support since people need help and usernet has been a very popular method for a long time. I do agree though that if you have confidential information then any public venue is the wrong place. Contact their Support directly. They are actually great bunch of people that do a great job.
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Fred Grover, Champion

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Thanks to Mike Curtis for giving us Moderators some credit. I know I did like the other user to user forum board better but, I respect what TechSmith decides to go with and will always continue to help with my knowledge and experience to this GetSatisfaction Forum also. I have been a user of TechSmith Products for quite sometime now and have always tried to help where needed and if there is anything else that I can do then please shoot me an email. The only thing I can say that disappoints me is not being able to delete any spam posts or the way I have to delete my own posts. Just my 2 cents worth but, keep up the great work TechSmith. No complaints on my side as your support staff has always done an excellent job.
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Kelly Mullins, TechSmith Employee & Helper

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Hi Ian,
Thanks for your thoughtful comments.
I see you do post on Get Satisfaction... even if it is to say that you don't like posting on Get Satisfaction! ;-}

However, without this public space, we would not be aware of how you and others feel.. I can say that many people enjoy this area where they can get help quickly without having to go through the Technical Support process. Plus, it gives a way for users of TechSmith products to help each other. But, perhaps most importantly, this avenue allows everyone who works at TechSmith to have real conversations with our customers and trial users and that's very important to us.

Are you a user of any of TechSmith products? If you are, I'm sure you're aware that each of our products comes with lots of free support: a thorough online help, online tutorials, PDFs, and videos, free Technical Support, and way more including Get Satisfaction.

I'm not sure why you are mad... but we're glad you stopped by to let us know your concerns!

If there is anything we can do to help make your experience a better one... just let us know.

Kelly
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Mike62

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Up front, am sorry to say, but I have always disliked the use of "Get Satisfaction". Guess it is mainly Techsmith getting satisfied here?
They very much promote the use of Get Satisfaction. Many other sites alike (using Disqus/Get Satisfied, whatever) Techsmith made it impossible to communicate with other users in any other form.
But did everybody look at their privacy policy?? https://getsatisfaction.com/corp/webs...
Great eh ..
Compare that with the good old forum format... (I did not find anything wrong with that)

I think Disqus is even worse.

Do have a look at http://www.baekdal.com/insights/the-f...
Specifically the line: "But, what you may not know is that when you sign up for Disqus, a public page is created, featuring every single comment you have ever posted on every site that uses Disqus. "

In view of the privacy issues, I genuinely feel that all companies using these centralized discussion platforms should reconsider their decision on exclusively using this platform.
They should in fact care about the privacy of their users.

Note: As for myself, I frankly confess: I wasn't really aware of all these privacy matters but did some checking on Internet when I was prompted to join Disqus before commenting to some article.
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Rick Stone

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Hi Marcel

I have to say that for me, I couldn't care less if my forum activity is tracked and searchable or not. There is nothing I say or do in forum posts that is intended to be private. And thinking about it, just the nature of a discussion area tends to fly in the face of privacy. It's all about *OPEN* discussion, no? ;)

I admire TechSmith for completely switching to GetSatisfaction and not staying in this odd mode of having forums AND GetSatisfaction as I know other vendors have done. So kudos to them for keeping things consolidated in one place and not simply fragmenting places to go look!

Cheers... Rick :)
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Manny Carvalho, Champion

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I believe I've already expressed my opinion of GetSatisfaction but privacy was not among the reasons because, let's face it, nothing you do on the internet is private. Some search engine somewhere is going to collect and store anything you do there. If privacy is of concern then either don't say it or hide your identity real well. Nothing on the internet should be considered private even if you have the ability to restrict who sees what you post.

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