Get Satisfaction vs Zendesk

We all understand the growing role of talent in the modern enterprise. To help companies better use their talents, IT vendors have created the new class of Talent management systems. In addition to it another class of Idea management systems is emerging now. Idea - is the main talent's product. Idea can be worth millions, and raise the business to a new level. At the same time each day business executives don't notice (or forget) plenty of ideas coming from clients or their own staff. This is especially actual for large companies - even if you have a brilliant idea - the chance to be noticed is minimal. Idea (or innovation) management systems tend to solve this problem and convert ideas into money (as for those who creates them, and for those who use them).

The leading SaaS and Enterprise 2.0 vendors decided to make their business a little more "WOW". In the new show-channell called "I Choose the Cloud" the founders and executives of cloud companies appeal to join the cloud revolution. Because cloud applications mean not only simplicity, usability, speed and cost efficiency. They also mean the new exciting ways of running business. Because these applications are create not by serious gloomy IT-people in ties, but by such cool guys, who enjoy what they do. Guest stars: Aaron Levie (Box.net), Chuck Dietrich (SlideRocket), David Weekly (PBworks), Eugene Lee (Socialtext), Wendy Lea (Get Satisfaction), Clint Oram (SugarCRM), Tien Tzuo (Zuora), Matt Brezina (Xobni)

Day by day the consumer marketplace (the place where consumers live, search for goods, shop and interact with suppliers) is moving to Facebook. Almost every FMCG manufacturer has its own fan page on Facebook, where the company representatives communicate with customers and customers communicate with each other. Why not create a support forum there? Get Satisfaction has implemented this idea in Facebook Social Engagement Hub. Now the support request can be that easy as a message to your friend in Facebook. Get Satisfaction - is the most interesting service that enables to create support forums. It allows to use crowdsourcing effectively and reduce the load on your support department. This tool is used by Microsoft, Procter & Gamble, Nike and another 10000 (paying) companies.

Today's Friday post is dedicated to support agents and those who organize helpdesk service. Here are two interesting stories about why the customer support system should be social. The first story was created by the guys from the helpdesk-service Zendesk (watch video). It's about the support agent who is always hanging on the phone, repeating the same phrases and answering the same questions. The second story is pitched by IBM with really scary title - "The Man Without Email". Here is he:

Meanwhile we don't see a large number of business applications for Windows Phone. Even Microsoft's Skype for this platform is still in the development. But the world helpdesk leaders - Kayako and Zendesk - almost simultaneously launched their mobile clients for Windows Phone. Moreover, it is interesting that for Kayako the Windows Phone app - becomes the first mobile client at all (for Zendesk, it's already the fifth one after the apps for iPhone, iPad, Android and Blackberry). Both mobile applications, Kayako and Zendesk, allow to easily manage ticket with your fingertips: assign owners, change status, add comments, respond to customers. And all changes are immediately synchronized with the main Cloud service.