Get Satisfaction
| Company type | Private |
|---|---|
| Industry | Customer community software, Technical support |
| Founded | January 31, 2007 |
| Founder | Lane Becker, Amy Muller, Thor Muller, Jonathan Grubb |
| Fate | Acquired by Sprinklr in April 2015 |
| Successor | Sprinklr |
| Headquarters | San Francisco , United States |
Area served | Worldwide |
Key people | Rahul Sachdev (CEO), David Rowley (CTO) |
| Products | Customer community platform for technical support |
| Owner | Sprinklr |
| Parent | Sprinklr |
Get Satisfaction operated as a customer community software platform specializing in technical support and was headquartered in San Francisco, California, United States. The company was established on January 31, 2007, by founders Lane Becker, Amy Muller, Thor Muller, and Jonathan Grubb, with its official public release occurring in September 2007. In April 2015, the social media management firm Sprinklr acquired Get Satisfaction.
The platform originated as a side initiative from Valleyschwag and expanded when its customer base surpassed 1,500 subscribers, necessitating enhanced service capabilities. To leverage community-based support, the team developed an initial version called Satisfaction Unlimited. Marketed as "people-powered customer service" and "Online Communities. The shortest distance between you and your customer," Get Satisfaction offered both public and private community spaces where customers could pose questions, share ideas or complaints, and express appreciation. Organizations responded with official replies clearly distinguished from other user contributions, while users evaluated the usefulness of these answers.
Thor Muller highlighted the importance of simplicity and proactive engagement in customer service, positioning Get Satisfaction’s model as distinct from more complicated, reactive systems. He portrayed the platform as an impartial environment that facilitates effective interaction between companies and their customers to identify optimal solutions.
Early paying customers featured companies such as Method Products, Timbuk2, Twitter, and Digg. Subsequently, the platform attracted prominent brands including Time Warner Cable, Verizon, Comcast, Mozilla, Mogo Money, Microsoft Hohm, AMC Theatres, Qantas, Apple Inc., Dell, and Facebook.
Rahul Sachdev served as CEO with David Rowley as CTO. Following an initial investment round totaling $1.3 million from backers like First Round Capital, O'Reilly Alphatech Ventures, and SoftTechVC, Get Satisfaction raised $6 million in Series A funding in September 2010. This round was led by Azure Capital Partners with participation from OATV and First Round Capital. In March 2010, the company introduced a Facebook app enabling brands to embed their customer communities directly onto their Facebook pages via tabs.