Online Community Platform Delivers Enhanced Customer Support, Competitive Differentiation, and Product Innovation for Connected Car Leader
San Francisco – November 20, 2014
Get Satisfaction, the leader in online community platforms, today announced that its platform has delivered clear, measurable business results for Automatic Labs, the connected car technology company that makes driving safer and smarter. Automatic Labs reports that its online community improves customer support and engagement, enhances competitive differentiation, and stimulates product innovation.
When Automatic Labs launched its Smart Driving Assistant product in 2013, the company realized that it was introducing an entirely new consumer retail category and its customers needed comprehensive, ongoing support. Automatic Labs wanted its customer interactions to be a continuous feedback loop that would drive greater customer engagement and faster product innovation.
Seamless integration with all support channels including Zendesk
The Get Satisfaction platform integrates seamlessly with all of Automatic Labs’ support functions. This includes its Zendesk help desk system, their website, and social networks. Get Satisfaction also integrates with Automatic’s constantly growing Frequently Asked Questions (FAQ) knowledge base. The customer response to the community has been fantastic. It now has more than 5,000 registered members, with more than 10,000 unique visitors every month, and more than 25,000 page views in October 2014 alone.
The community is handling questions before they become support tickets in Zendesk. Automatic Labs saw its highest monthly volume of support requests with more than 3,000 tickets when it started shipping in September 2013. Since then the customer base has grown six-fold, but with the Get Satisfaction community, support requests consistently hover around 2,000 tickets.
Automatic Labs’ Director of Community and Customer Success Amy Muller had a strong mandate to build customer engagement when she selected Get Satisfaction. Muller said, “peer-to-peer interaction — large numbers of people helping each other, sharing tips and solving problems — is a crucial component of our vision of customer support. Our online community is the only way that interaction can happen.”
Real-world business benefits
The Get Satisfaction platform has delivered a number of business benefits for Automatic Labs, including:
- Reduction in Zendesk support tickets
- A differentiated customer support experience
- Higher prospect conversion rates
- Real-time access to customer sentiment
- A continuous stream of new feature ideas
- An ability to build a loyal customer base
“From its inception, Automatic Labs had a strong vision of engaging with customers early in the relationship,” said Rahul Sachdev, CEO, Get Satisfaction. “They wanted to provide a service that would lead to great customer loyalty and advocacy. They wanted to continuously improve their products. They selected Get Satisfaction to help them bring this vision to life. We’re delighted that our online community platform is helping Automatic Labs build lasting relationships with its customers while providing an active forum for sharing ideas and problem solving.”
To see Automatic Labs’ online community in action, visit: https://community.automatic.com/automatic
For more about Automatic and Get Satisfaction, please read our case study: https://pt.getsatisfaction.com/corp/resource-center/case_studies/automatic.php
About Get Satisfaction
Based in San Francisco, Get Satisfaction provides an online community platform connecting companies with customers to foster relationships that unlock new value for both sides. Companies of all sizes and industries—from Intuit, Kellogg's and P&G to Sonos, HootSuite and SugarCRM—rely on Get Satisfaction to deliver online communities that modernize customer support, accelerate sales, differentiate their brand and inspire new innovations. Get Satisfaction’s community platform offers the fastest time to value for companies ready to embrace the way today’s customers want to engage. To learn more, visit https://pt.getsatisfaction.com/corp/.
Press Contact:Julia Glenister
for Get Satisfaction