Cast your mind back, oh, five or ten years, to the days before social media had evolved into the behemoth we know and (mostly) love today.
Back then – in days of yore, as I like to call it – if you wanted online customer support from a brand you had to visit their website, find the contact page and send them an email. Brands that were ahead of their time – and prepared to do the moderation – installed feedback tools and, occasionally, support forums on their sites. Brave as they were, many of these attempts were folly, and plenty of businesses embraced the Get Satisfaction community customer support platform when it launched in 2007.
Fast forward to 2012. Now it’s all social, social, social. Where do most people go online when they’ve got a problem or complaint about a product? To the brand’s Facebook and Twitter pages, right? Wrong. At least according to Get Satisfaction.