Get Satisfaction operates an open community support platform where customers can Ask A Question, Share an Idea, Report a Problem or Give Praise, and where interactions are indexed by Google. Companies can set up a Get Satisfaction page for free and pay a monthly fee to claim and moderate the page, with plans starting at $19. The platform integrates with CRM tools such as Salesforce and Assistly to turn customer discussions into actionable data for enterprise clients. Founded in 2007 by Lane Becker, Thor Muller and Amy Muller, the company reports over 58,000 communities, 2,500 paying customers, and 39 employees. Management changes over time include Wendy Lea taking over as CEO to drive commercialization. The company plans to use the new funding to expand the team, focus on product innovation and strategic partnerships, release a mobile app and new widgets, and is reportedly interested in acquisitions. Get Satisfaction operates a network of customer support forums where customers post questions, ideas, problems, or praise and brands can claim and moderate their boards. The platform suggests similar threads to give instant answers, allows community members to click “me too,” and makes content discoverable via search engines. It connects with social channels (launched Twitter monitoring in 2008 and a Facebook fan-page support tab) and integrates with enterprise tools such as Salesforce.com and Zendesk. The site hosts over 40,000 communities and includes customers like Zappos, Foursquare, Twitter, Mint.com, and Nike. With new funding, the company plans to invest in its team, product development, marketing, and build partnerships with digital agencies, CRM providers, and distribution partners. The company has also gone through leadership changes (Wendy Lea became CEO in early 2009, Thor Muller moved to CTO) and added hires including Jeff Nolan and Tony Pribyl. Get Satisfaction operates a network of customer support forums where customers can post questions, ideas, problems, and conversations about products. Companies can claim their boards and place employees on them to moderate discussions. More than 25,000 communities have been created on the platform, and companies such as Zappos, Mint.com and Nike run communities there. The product integrates social media into forums, including Twitter. A year ago the company hired Wendy Lea as CEO to help expand the forums to a broader audience. An SEC filing shows the startup has raised $2.3 million in an ongoing funding round (seeking $3.5 million total) and it previously raised $2.5 million. The company was also invited to the White House to discuss government customer service practices. Get Satisfaction provides a customer-support community platform that lets customers create and manage public complaint/answer pages which companies and other users can respond to. The service stores Q&A in a database to surface prior answers and reduce repeated threads. It has been adopted by more than 12,000 companies, including Zappos and BT, and is used by about 1.5 million consumers per month. The company launched almost two years ago and has experimented with integrations such as a partnership with Summize to offer a real-time “Overheard” feature. Management expects to pursue revenue through premium services sold to enterprise customers and anticipates being profitable this year. Leadership recently changed: Wendy Lea was named CEO to help market to larger customers while co-founder Thor Muller became CTO. Satisfaction Unlimited provides a networked, crowdsourced customer-support product built on AJAX bulletin boards where customers can ask questions, propose ideas, and submit problems. The company powers online support for properties including Twitter, Pownce, and Slideshare and runs forums for over 200 companies. Not all boards are company-owned; some are community-run and the company is opening a public beta that will let companies claim and moderate those boards. The platform includes user profiles, posting, moderation tools, search, and thread-following via email and RSS. Satisfaction positions itself as a lightweight alternative to enterprise knowledge-base products like Jive, fitting the needs of smaller businesses. Financially, the company has just raised a $1.3 million round from a group of investors.

Total raised

$21M

Funding rounds

5

Latest round

Series B

Latest activity

Aug 2011