I’ve been keeping my eye on GetSatisfaction for a while (they occasionally refer to themselves as “The SatisFactory”, which I love). They are building tools to allow customer service to be more interactive and more… fun. In doing so, they make it easy for customers to help each other out.
Before you get grumpy and say, “Just another way for businesses to offer crappy customer service”, consider for a minute what this offers a small company like RescueTime. We are a team of 3 guys with a long laundry list of things to do that can make the product and the experience better. At the same time, we’re fanatical about customer service. But, at the end of the day, anything that allows customers to find satisfaction without pulling us away from making the product better is pretty darn compelling for us.
Someday, perhaps, we’ll be in a position to need a dedicated service/support resource. In a way, I hope that doesn’t happen– there’s something magical about having the product developers talking directly to customers.
So, I’ve tentatively set up a RescueTime GetSatisfaction site. They are working out a few kinks, but I fully expect to replace our forum with this before we start inviting our beta users.