Get Satisfaction

About Get Satisfaction

Get Satisfaction, established in 2007, operates as a third-party platform for open-customer support communities. The company was founded by Lane Becker, Thor Muller, and Amy Muller. The founders' backgrounds are rooted in web strategy and community building; Lane Becker, for instance, has a history of co-founding companies and working on web-based projects that connect people.

The core of Get Satisfaction's business is providing a software-as-a-service (SaaS) platform that enables companies to create online communities for their customers. This service is designed to move customer support out of private channels, like email and phone calls, and into a public forum where conversations can be seen by and benefit other users. The platform facilitates engagement between a company and its customer base, aiming to modernize customer support, boost sales, and foster collaborative innovation. Clients, ranging from large enterprises like Intuit and Kellogg's to smaller businesses, utilize the platform to build brand-differentiated communities.

Revenue is generated through a tiered subscription model, with different pricing plans based on the features and scale required by the client company. The platform allows customers to ask questions, share ideas, report problems, and offer praise, with all interactions being publicly visible and indexed by search engines. A key feature is the system's ability to consolidate customer conversations from various online sources into a central hub. In 2015, Get Satisfaction was acquired by Sprinklr, a prominent customer experience management (CXM) platform. This acquisition integrated Get Satisfaction's community-building capabilities into Sprinklr's broader suite of social media management and customer engagement tools, allowing Sprinklr clients to add a community component to their customer experience strategy.