[fr] Un outil de "customer care" qui permet d'une part aux "clients" de s'entre-aider, et au personnel de participer à la conversation. Ça semble vraiment pas mal! Quelques petits problèmes après 20 minutes d'utilisation.
I read about [Satisfaction](http://getsatisfaction.com/) yesterday somewhere and saw it again today [in Brian Oberkirch’s blog](http://www.brianoberkirch.com/2007/09/13/beyond-trouble-tickets-can-satisfaction-make-customer-service-fun/). I went to [sign up](http://getsatisfaction.com/people/new) and [give it a quick toss around](http://getsatisfaction.com/people/e217220ab7592d9724e9137d6d35aeae376f9ee4/). Here are the first screenshots.
The nice thing is that as this is a support tool, I used it to [record the problems I bumped in](http://getsatisfaction.com/satisfaction) too.
I think it’s a pretty neat tool and I’m going to use it in future when I bump into problems, in addition to [posting them to Flickr with Skitch](http://flickr.com/photos/bunny/tags/skitch). It’s community-based support, but with an option for company employees to participate with a “label” that identifies them as staff.
The first thing that annoyed me was that I had trouble finding where to change my profile photo. I clicked on “Account” and expected to find something there, but in fact it’s under “Dashboard”.
Here is [the topic I created about this problem](http://getsatisfaction.com/satisfaction/topics/account_details_place_confusing).
Next issue, a rather important workflow/design flaw:
I was a bit wordy in [explaining it](http://getsatisfaction.com/satisfaction/topics/submission_workflow_breaks) (early Sunday morning here), but I hope this makes sense:
> Ideally, when fill in the first “chatbox”, I’m going to want to check out the links before saying “not quite right, want to add details and submit”.
> Unfortunately, once I’ve done that, it seems I can’t come back to the page with the link inviting me to “add details and submit”.
> That doesn’t encourage me to click the links and check out first! It encourages me to go straight to “add details and submit”.
> So, if those links are really expected to be useful, encourage me to click on them by providing the “add details and submit” form on them too.
Last but not least:
1. If you’re telling me that I’m set to receive e-mail updates, that’s really nice of you — but it would be even nicer to give me a link to where to change it.
2. Please, please, please. [Space-separated tags](http://getsatisfaction.com/satisfaction/topics/i_only_just_discovered_that_you_support_commas_in_your_tags). At least support them. I’ve talked about this [elsewhere](http://climbtothestars.org/archives/2007/09/22/wordpress-finally-has-tags/) (and before, too, but I can’t remember when or where). It breaks the current input model we’re used to (del.icio.us, Flickr…). It makes us type an extra character.
Go try out Satisfaction!
- FOWA: Customer Service is the New Marketing (Lane Becker & Thor Muller) [en] (2007)
- Tumblr to Capture Comments? [en] (2008)
- Flickr: Open Up Tagging Your Photos to the Community, Please [en] (2007)
- BlogTalk 2010: Call for Papers, For You Too! [en] (2010)
- Upgrade, Shmupgrade [en] (2007)
- Tag me! [en] (2005)
- A Quick Word About NotchUp (it's not Quechup) [en] (2008)
- Paypal Scam Nearly Got Me [en] (2004)
- FOWA: Copy is Interface (Erika Hall) [en] (2007)
- Jeremy Keith: The Beauty in Standards and Accessibility (Web2.0Expo, Berlin) [en] (2007)