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http://ow.ly/hsc9k, Are you using your customer community to deliver excellent support at a low cost? Get Satisfaction communities are dynamic, searchable resources for your customers to ask questions, report problems, share feedback, and give praise. In this webinar J.R. Cast of Rhapsody discusses how Rhapsody uses their customer community to create a great support experience for their customers.To extend our technology base to accommodate growth and expedite new product development 2. To create more customer engagement in Get Satisfaction communities 3. To provide new tools to capture, engage, segment, and directly communicate with customers 3
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The Get Satisfaction Product Roadmap
October 30, 2012
David Rowley Chief Technology Officer Get Satisfaction
Twitter: #GSproduct
! A highly connected and flexible platform enabling valuable conversations – Between consumers and businesses of all types and sizes
– Integrating and extending social media connections
– Aware and in support of the entire customer lifecycle
! Upon which we build solutions that enable – Communities for creating valuable customer engagement
– Marketing solutions for customer acquisition
– Data products for understanding consumer intent, behavior, and sentiment
! As relevant in the mobile world as on the desktop
Get Satisfaction Vision
#GSProduct
1. To extend our technology base to accommodate growth and expedite new product development
2. To create more customer engagement in Get Satisfaction communities
3. To provide new tools to capture, engage, segment, and directly communicate with customers
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Our roadmap is driven by 3 initiatives:
#GSProduct
Our roadmap is influenced by who we serve: ! Consumers, who use our platform to
– Interact with each other and with brands
– Find answers, provide feedback, make buying decisions
! Business users, who use our platform to – Interact with each other and with consumers
– Manage and extract value from the community
! Applications and partners in the ecosystem, who use our platform to
– Access underlying entities and business logic
– Provide and consume community data
#GSProduct
We are building apps and services aligned with these initiatives and constituents
! A NEW configurable, flexible Community App for consumers, based on a mobile-first design
! A NEW separate app for business users—community managers, administrators, and marketing professionals
! A scalable, service-oriented platform that allows us to build new front-end apps quickly, and easily connects with partners in our ecosystem
#GSProduct
Built upon a modular system architecture
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Pla.orm
Persistence Layer
Community App
Business Console
Engage Widgets
Facebook App
Connector Framework
REST API
External Systems
#GSProduct
Pla.orm
Persistence Layer
Business Console
Engage Widgets
Facebook App
Connector Framework
REST API
External Systems
Community App
What we’re building now
! New Community Web Application – Targeting the mobile user (“mobile first” design); extensible to
tablet and full-screen
– Template driven: configuration and customization of the user experience
– Will evolve into the primary web and mobile view into the community for consumers
– Targeting initial launch (mobile only) Q4 2012
#GSProduct
8 #GSProduct
Community App
What we’re building now
Pla.orm
Persistence Layer
Engage Widgets
Facebook App
Connector Framework
REST API
External Systems
! New Business Console – Purpose-built for business users (i.e. doesn’t mix consumer and business
user functions)
– Initial release focused on community setup—“Get Started”
– Enhanced moderation and curation functionality will follow, informed by use cases taken from our community
– Additional business user/management functions will be moved into this new web app over time
– Targeting initial launch (Get Started) Q4 2012
Business Console
#GSProduct
10 #GSProduct
11 #GSProduct
Business Console
Community App
What we’re building now
Pla.orm
Persistence Layer
Facebook App
Connector Framework
REST API
External Systems
! Ongoing Enhancements to Engage Widgets – Improved configuration
– Product filtering on all Get Satisfaction plans
– Various usability and functionality improvements based on customer feedback
Engage Widgets
#GSProduct
Business Console
Community App
What we’re building now
Pla.orm
Persistence Layer
Engage Widgets
Connector Framework
REST API
External Systems
! Improved Facebook App – Rewritten to improve admin setup, overall robustness
– Localization support
– Private messaging
– Rollout occurring now
Facebook App
#GSProduct
Business Console
Community App
Engage Widgets
Facebook App
What we’re building now
Pla.orm
Persistence Layer
Connector Framework
REST API
External Systems
! Scalable, Distributed Platform – Promotes rapid application development; apps leverage APIs that expose
underlying business objects
– Managed APIs for developers at large, customers, and partners
– Consistent authentication and authorization layer, caching layer to simplify app development and integration
#GSProduct
Business Console
Community App
Engage Widgets
Facebook App
What we’re building now
Pla.orm
Persistence Layer
Connector Framework
REST API
External Systems
– Connector framework for 3rd party integration
– Plug-in approach allows quick deployment of new solutions leveraging partner systems
! Scalable, Distributed Platform
#GSProduct
What we’re building next
! Evolving the New Community App – Mobile è desktop; template-driven web app is the new
Community
– Features focused on user engagement, managed customization
! Extending the Business Console – Features focused on curation, workflow, community template
editor, enhanced community analytics
! Growing the Platform – Establish a marketplace for plug-in development
– Advanced analytics to support marketing insight, data products
#GSProduct
Upcoming Feature Deliverables ! Phase 1: Establish New Technology Foundation
– Build new Community and Business Console apps: first deliverables Q4
– Extend API endpoints in Platform to support new apps: first deliverables Q4
– Extend data model to support categories (curation and sub-communities), roles (access control, private content): start Q1 2013
! Phase 2: Drive Engagement in Communities – CHA 2.0: demoed in Q3, GA in November
– Federated Search: demoed in Q3, GA in November
– Moderation & Curation in Business Console: start dev in Q4, deliver in Q1 2013
– New Community app with gamification (e.g. enhanced profile, reputation) gadgets: Q1 2013
! Phase 3: Tools and Data Products for Marketers – Partner email system integration: Q1 2013
– Advocate identification: Q2 2013
– Intent prediction: Q3 2013
17 #GSProduct
QuesFons?
Contact us! [email protected]
Call (877) 339-‐3997 or visit us online
www.getsaFsfacFon.com/corp/soluFons
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