Recently, I’ve been discussing how Twitter and services for searching it like Summize and Tweetscan are becoming essential for brand management and customer service. Get Satisfaction, the public discussion site for obtaining customer service (both from the company in question and other customers), is taking that concept a step further by launching two new products today: Overheard and Help Center.
The second product announcement from Get Satisfaction is Help Center, which essentially extends all of the service’s features, including Overheard, to other web sites. Thus, any site can use Get Satisfaction under its own branding, and connect it to their own customer support systems. Thus, companies can now integrate Tweets the same way they integrate support tickets into their various systems for addressing customer service issues. MyBlogLog and Skitch have both already integrated Help Center into their sites, which you can check out here and here.
I really like this move from Get Satisfaction. Twitter (when it’s up) has proven to be especially efficient at uncovering trouble spots and potential feature ideas for a multitude of companies. Meanwhile, Get Satisfaction has emerged as a discussion hub for customer service issues that traditional customer service isn’t addressing. Combining the two will make Get Satisfaction a much more powerful tool, and give the corporate types that want a convenient all-in-one interface something to chew on.
