Logo
BodyBGTop
Get Satisfaction Integrates with Badgeville
Move ties communities with game mechanics to drive user engagement.
Posted Feb 19, 2013
Page 1



Behavior management platform Badgeville, which powers both enterprise and customer-facing gamified experiences, now integrates with customer community platform provider Get Satisfaction.

By bringing the two solutions together, companies can "reward customers in their communities for specific user behaviors and contributions," according to Azita Martin, Get Satisfaction's vice president of marketing. An estimated 70 percent of Global 2000 companies are expected to use a gamified service for customer retention purposes or marketing by 2014, Gartner has found.

One such company, Koodo Mobile, is an early user of both Get Satisfaction's community and Badgeville's game mechanics. As a result of combining the two platforms, it has noticed a 557 percent year-over-year increase in its peer-to-peer support response rate, which has also been a means of cost reduction for the company by allocating support to the community environment.

In the year to come, more companies could begin to realize the full potential of customer communities as not only a grounds for marketing and customer service, but for product management value as well, Scott Hirsch, vice president of product marketing for Get Satisfaction, told CRM in a recent interview.

For example, Dell, which uses online community software provider Telligent to power its Dell TechCenter community, connects customers with subject matter experts and gives community visitors direct access to engineers and product managers.

In order to increase engagement in an online community, and to reach the definitive point when the community serves as a product or support channel for a company, there should be a way to incent community participants. Badgeville can help foster this by providing a platform to assign relevant rewards or status to community users based on actions such as frequent response or sharing of valuable information, the company claims.


Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Related Articles
The things that make games so compelling "can equally make employees, partners, [and] customers addicted to your B2B or B2C offering."
Social Mechanics is designed to drive engagement in real time across a company's Web, mobile, and application touchpoints.
What works within companies might call for caution with customers.
The majority of near-term gamified processes are expected to fail.
Solution aims to increase audience engagement across Web properties, mobile apps, online stores, and more.
Get Satisfaction helps online video broadcast platform provider Ustream benefit from a support community.
Six steps for offering engaging experiences.
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us