http://ow.ly/hsc9k, Are you using your customer community to deliver excellent support at a low cost? Get Satisfaction communities are dynamic, searchable resources for your customers to ask questions, report problems, share feedback, and give praise. In this webinar J.R. Cast of Rhapsody discusses how Rhapsody uses their customer community to create a great support experience for their customers.To extend our technology base to accommodate growth and expedite new product development 2. To create more customer engagement in Get Satisfaction communities 3. To provide new tools to capture, engage, segment, and directly communicate with customers 3

1. The Get Satisfaction
Product Roadmap
October 30, 2012
Twitter: #GSproduct
David Rowley
Chief Technology Officer
Get Satisfaction

2. Get Satisfaction Vision
! A highly connected and flexible platform enabling valuable
conversations
– Between consumers and businesses of all types and sizes
– Integrating and extending social media connections
– Aware and in support of the entire customer lifecycle
! Upon which we build solutions that enable
– Communities for creating valuable customer engagement
– Marketing solutions for customer acquisition
– Data products for understanding consumer intent, behavior, and sentiment
! As relevant in the mobile world as on the desktop
#GSProduct

3. Our roadmap is driven by 3 initiatives:
1. To extend our technology base to accommodate growth
and expedite new product development
2. To create more customer engagement in Get
Satisfaction communities
3. To provide new tools to capture, engage, segment, and
directly communicate with customers
#GSProduct
3

4. Our roadmap is influenced by who we
serve:
! Consumers, who use our platform to
– Interact with each other and with brands
– Find answers, provide feedback, make buying decisions
! Business users, who use our platform to
– Interact with each other and with consumers
– Manage and extract value from the community
! Applications and partners in the ecosystem, who use
our platform to
– Access underlying entities and business logic
– Provide and consume community data
#GSProduct

5. We are building apps and services aligned
with these initiatives and constituents
! A NEW configurable, flexible Community App for
consumers, based on a mobile-first design
! A NEW separate app for business users—community
managers, administrators, and marketing professionals
! A scalable, service-oriented platform that allows us to
build new front-end apps quickly, and easily connects
with partners in our ecosystem
#GSProduct

6. Built upon a modular system architecture
Community
Business
Engage
Facebook
App
Console
Widgets
App
REST
API
Pla.orm
Connector
External
Persistence
Framework
Systems
Layer
#GSProduct
6

7. What we’re building now
Community
Business
Engage
Facebook
App
Console
Widgets
App
!REST
API
Community Web Application
New
– Targeting the mobile user (“mobile first” design); extensible to
tablet and full-screen
Pla.orm
– Template driven: configuration and customization of the user
experience
– Will evolve into the primary web and mobile view into the External
Persistence
Connector
community for consumers Framework
Systems
Layer
– Targeting initial launch (mobile only) Q4 2012
#GSProduct

8. #GSProduct
8

9. What we’re building now
Community
Business
Engage
Facebook
App
Console
Widgets
App
! NewPI
REST
A
Business Console
– Purpose-built for business users (i.e. doesn’t mix consumer and business
user functions)
Pla.orm
– Initial release focused on community setup—“Get Started”
– Enhanced moderation and curation functionality will follow, informed by use
cases taken from our community
External
– Additional business user/management functions will be moved into this new
Connector
Persistence
web app over Layer
time Framework
Systems
– Targeting initial launch (Get Started) Q4 2012
#GSProduct

10. #GSProduct
10

11. #GSProduct
11

12. What we’re building now
Community
Business
Engage
Facebook
App
Console
Widgets
App
REST
API
! Ongoing Enhancements to Engage Widgets
– Improved configuration Pla.orm
– Product filtering on all Get Satisfaction plans
– Various usability and functionality improvements based on
Connector
External
customer feedback
Persistence
Framework
Systems
Layer
#GSProduct

13. What we’re building now
Community
Business
Engage
Facebook
App
Console
Widgets
App
REST
API
! Improved Facebook App
Pla.orm
– Rewritten to improve admin setup, overall robustness
– Localization support
– Private messaging
Connector
External
Persistence
– Rollout occurring now Framework
Systems
Layer
#GSProduct

14. What we’re building now
! Scalable, Distributed Platform
– Promotes rapid application development; apps leverage APIs that expose
Community
Business
Engage
Facebook
underlying business objects
App
Console
Widgets
App
– Managed APIs for developers at large, customers, and partners
– Consistent authentication and authorization layer, caching layer to simplify
app development and integration
REST
API
Pla.orm
Connector
External
Persistence
Framework
Systems
Layer
#GSProduct

15. What we’re building now
! Scalable, Distributed Platform
Community
Business
Engage
Facebook
App
Console
Widgets
App
REST
API
Pla.orm
– Connector framework for 3rd party
integration
– Plug-in approach allows quick Connector
External
Persistence
deployment of new solutions Framework
Systems
Layer
leveraging partner systems
#GSProduct

16. What we’re building next
! Evolving the New Community App
– Mobile è desktop; template-driven web app is the new
Community
– Features focused on user engagement, managed customization
! Extending the Business Console
– Features focused on curation, workflow, community template
editor, enhanced community analytics
! Growing the Platform
– Establish a marketplace for plug-in development
– Advanced analytics to support marketing insight, data products
#GSProduct

17. Upcoming Feature Deliverables
! Phase 1: Establish New Technology Foundation
– Build new Community and Business Console apps: first deliverables Q4
– Extend API endpoints in Platform to support new apps: first deliverables Q4
– Extend data model to support categories (curation and sub-communities), roles (access
control, private content): start Q1 2013
! Phase 2: Drive Engagement in Communities
– CHA 2.0: demoed in Q3, GA in November
– Federated Search: demoed in Q3, GA in November
– Moderation & Curation in Business Console: start dev in Q4, deliver in Q1 2013
– New Community app with gamification (e.g. enhanced profile, reputation) gadgets: Q1 2013
! Phase 3: Tools and Data Products for Marketers
– Partner email system integration: Q1 2013
– Advocate identification: Q2 2013
– Intent prediction: Q3 2013
#GSProduct
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18. QuesFons?

19. Contact
us!
drowley@getsaFsfacFon.com
Call
(877)
339-­‐3997
or
visit
us
online
www.getsaFsfacFon.com/corp/soluFons