Introducing Get Satisfaction 2.0: A New Take on Customer Community

Nice job, Amy and Get Satisfaction team!

We are having fun playing with all the new features.

@Littleus: the first thing I did was edit the company message and add in all our important links. This will always stay visible so people can find key information quickly. I remember you asking for something similar a while ago, and I am glad it is here now! I also just discovered the employee page! If you click the arrow next to "Community" and then select "people" it is there. Yay!



I like the way content is organized on the main page so that you can clearly see popular ideas, problems that need solving, active topics and praise.

I also love the feature that welcomes new community members and prominently displays your own profile and activity

Off to explore some more. . ..

very excited about the change. well done.
I'm still a bit in the dark on how to manage different types of views for topics... like... how do I view the full list of topics for just one product of a company? (with the left-sidebar for switching between praise/questions/etc). if you choose a product from the top navigation the left-sidebar disappears for a right pane with product info- all you get is to view the topics by popular/recent/latest/etc.

I HATE IT!

ITS SLOW BROING CRAMPED & COMPLICATED,

I REALY WANT THE OLD GET SATISFACTION BACK

(maybee a small button to say "i want the old get satisfaction back" just for the people like me who dont like the change)

I do not like it much either. I have always posted regularly on the Songbird GetSatisfaction discussion group, but the new design feels more focused on helping new people find answers quickly than it does on helping existing users collaborate, participate, and discuss the product in depth. Going to the All topics view helps restore the main page to the more content-filled style, but it is still a little drab looking since the topics are no longer colored based on their type. I'm also having a problem going to pages of search results past the first page.

I agree with Murphy and Alex. I feel like this new design is a step backwards, making it harder to navigate, find new discussions, and it just looks overall unwelcoming. When you are accustomed to a certain look and feel of a website, any changes can take some time to adjust to, but these don't just change the look and feel, they change the functionality of the website. It is hard for devoted users of a product to keep up on topics when the main page is such a summarized version of the community activity.

At least, you should definitely bring back the backdrop colors of topics to liven this place up a little. I think it would also help if the company could decide what content their main page displays, so they can decide how much it is just an overview of topics, and whether it shows the newest topics in each section or the most popular ones. It is not very helpful to returning users to see the same popular topics displayed in each section.

this design is really bad :( You guys have taken a good thing and made it really difficult to navigate and get answers.

The old get satisfaction made it very clear what a company is working on. and made it very easy to quickly read a bit more about a topic without actually loading a topic.

THIS IS BAD

It looks great. Overall, I like the new changes. I usually search through the question box itself, but now it's also easier to navigate through the topics. Nonetheless, there are a few things that I would like to see (including things others have already suggested):

1. Letting "Products" have its own category instead of it being a sub-category of Community.

2. Having links somewhere on top of the screen (some place near/beneath the title of the company or the question/search box) that one can click on to be taken to the sections: FAQ, Ideas, Problems, Recent, and Praise. FAQ is the only one that is easily visible, for the rest, I have to scroll down and having the option to click on a link to save myself some scrolling would be sweet.

3. As littleus mentioned, I'd also like to see more information about the last post or information about the posts that were made in a topic since I last checked it.

Greeeeeeeeeeeeeeat update!!!

PS: Still hoping that some of my age-old ideas will come through (dashboard glory...), but it seems so. :-)

OVERALL, I FEEL THRILLED WITH GET SATISFACTION 2.0...

Admin/Mgmt Section
* layout at top of page is WAY easier and more intuitive to use. Keeping it out of the way allows employees to experience the site as a customer.

Clearer Error Handling
* Clean and easy to understand, and ultimately easier to report on. Thank you.

Search UI
* Main Searchbox: The workflow is way more intuitive in both the main searchbox. The new "Continue" button is way more intuitive than the old button. Now I can type, press continue, view results, and post if I don't see what I wanted. (As opposed to type, wait for a while but not sure if anything is happening, maybe press the continue and add more details before i see search results...etc.)

* Smaller searchbox in top right: is awesome. I like how it forces the user to realize that they can search all topics, or refine their search a bit. And again, it reinforces the workflow...search first, or (second) post topic.

* Breadcrumbs...YAY for breadcrumbs...and major props for breadcrumbs that expand. These are RAD.

Easy Customization
*Company Message is AWESOME. Being able to edit/customize this intuitively is great. I like being able to click "Edit" and get directly to the admin section that's necessary.

Dynamic sidebar reflects logged in/logged out status
* This rocks. I love being able to see new members.

THERE ARE A FEW QUESTIONS/CONCERNS I HAVE RUN INTO SO FAR...

Order of the Topic Types listed on Main Page
* I was really attached to having most recent topics at the top of the page. My suggestion is to allow companies to easily customize the order of topic lists.

*P.S. I disagree with comments made about colorful backgrounds on topic types. I think the list is way more searchable in its new/current state

Status of Topics on Main Page
* This is a great step forward. That said, I hope for further differentiation in the future that will show that topics have been responded to even if the company hasn't marked the answer "solved". Perhaps what I'm asking for is for the recent activity to display granularity into the type of activity. Like, Jane just voted for this, or Tom just replied to this...etc. As it stands, I'm forced to mark "Company says this response is the best answer" even if I don't necessarily want to use this feature because there's nothing else in the thread.

* P.S. I also miss the visibility into who last posted a response.

Member/Customer Pod on Sidebar
*I think the "I'm a customer" button should consider the word "member" instead. Member is the word used in the rest of the pod..."new members"...etc. Our use-case relies heavily on making the support community available to our prospects, who aren't really customers. Or, perhaps this is something we should customize. =) Of course, we'll see if this actually detracts prospects. So far, we've had more prospects post than customers. I also would like to be able to customize the reasons to become a member. I know that the language fits with helping users react affirmatively..."yes, I'm a customer"...etc and "I'm a member" doesn't really work. "Join Now" perhaps?

I really like the new tab with the "recent activities". This is a great idea and allows for easy accessibility. Thanks guys!

The design is amazing and I think you've done a remarkable job. Period.