Get Satisfaction with Rezgo

For the past year we have been trying to find the best way to communicate with Rezgo members and keep them updated on changes and features.  We originally tried a product called Kayako, which is a full feature technical support suite.  Although Kayako has a lot of very nice features, it was, in our opinion, overkill for what we needed and cumbersome to maintain.  The biggest issue was the fact that commenting on the articles or support resolutions didn’t have any kind of captcha support which resulted in thousands of unwanted spam comments.

Next we tried using PHPBB as a forum for members to discuss features or to share best practices.  Again, the features in PHPBB are great, but overkill for the kind of forum we needed.  In addition, the requirement to create yet another login made this a cumbersome solution for building a community.

About two months ago, we discovered GetSatisfaction.com, a web-based customer service website that is dedicated to connecting customers and the businesses that they use.  In their own words:

Get Satisfaction is a direct connection between people and companies that fosters problem-solving, promotes sharing, and builds up relationships. Thousands of companies use this neutral space to support customers, exchange ideas, and get feedback about their products and services. Get Satisfaction is open, transparent, and free. You’re free to ask, free to answer, and free to start a new conversation. Everyone is invited and encouraged to participate: companies, employees, customers — anyone with an opinion, an answer, or something to say.

We love the idea of GetSatisfaction.com and the philosophy behind it.  As a result we have added Rezgo.com to GetSatisfaction.com and have added four employees to the site to help support our growing member base.  The premise is that as membership grows, more and more members will be able to help other members with common questions.  We, as Rezgo.com, can focus on resolving problems and making Rezgo better for everyone.

You can check out the Rezgo.com GetSatisfaction.com site at http://www.getsatisfaction.com/rezgo.  Remember, we want to hear your questions, but we could also use your praise.