OMG, I just found Get Satisfaction when I was looking for some help with a Twitter idea. Yes, an idea! Not actually a problem, more a feature request.

This service ducks the online customer service NORM and does it really well, in a completely customer focussed way. It even lets everyone voice their emotions!

Many of my customers have been looking for a more customer centric approach to service online and chat seems to be quite prehistoric and needs complete business process redesign. This still needs you to consider your process but looks much simpler as it is not person to person.

Get Satisfaction has a seamless workflow that never confused me. I ‘trust’ that I will get a response (not that I have yet) and it leverages Web 2.0 technology really well.

Step 1
I input my question on one page, with a description, title, tags, flexibility for multiple products and most importantly a myriad of ways to leverage social networks within the company (Twitter in this case) and through my network of friends.

Here’s the automatic output for my question in my Twitter client - Twitterrific

Step 2
The next page I was presented with was a summary of exactly what other people will see with full ability to edit anything.

Oh, most importantly, anyone can use it for their own specific context!

Here’s a quick look. (I went a bit overboard with Skitch)

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