Peter Tait, VP of Marketing at Webtrends, and Jascha Kaykas-Wolff, CMO at Mindjet, joined Get Satisfaction at Dreamforce '12 to present a session about the way they use their customer community to scale their business, deliver excellent customer service, and drive down costs. View their presentation here.

1. Blending the Best of Customer
Communities with Agent Assisted
Service
Delivering Exceptional Customer Service
Peter Tait, Jascha Kaykas-Wolff
VP Marketing Chief Marketing Officer
Webtrends Mindjet

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3. About Get Satisfaction
Get Satisfaction is the customer engagement platform designed to
build authentic relationships between customers and companies.
65,000 Customer Communities
35 million consumers/month
Connect with each other and
the companies they care about
3

4. Drive Real Business Results
1,000 Product Champions
per Month
Customer Feedback
1,200 Product Ideas
from the Community
50% Decrease
in Support Costs
75% Reduction in
Support Tickets
9 Brand Communities
Drive Brand
Awareness
4

5. Peter Tait
VP Marketing, Webtrends
@webtrends

6. About Us
Webtrends powers digital marketing success
Our industry-leading analytics across mobile, social and
web enable marketers to optimize campaigns, maximize
customer lifetime value and deliver highly relevant digital
brand experiences in real-time.
 3,500 Customers in 60 countries
 30 new products released since 2009
 100+ issued and pending patents

7. Before Get Satisfaction and Service Cloud
The Challenge
• Scale great customer service as the company grows and the product
portfolio increases in complexity
The Goals
• Provide customers with a rich self-service experience
• Leverage customer expertise
• Deflect appropriate support load
7

8. After Get Satisfaction and Service Cloud
• Get Satisfaction Customer
Community plus documentation,
Knowledge base, training resources
• Salesforce for SFA, Service Cloud
for Case Management, Reps
engage within Service Cloud
• Customer Community accessed
through Facebook and website
8

9. • Custom Topics object in Salesforce
• Topics in community create topics
in Service Cloud
• Problems trigger case creation
• Allow time for community resolution
9

10. • Topics are reviewed and assigned to
rep queues
• Link topic to existing contact or create
1
new contact
• Reps engage with Community directly
from Service Cloud case workflow
• Create a new case in Service Cloud
to answer privately
• Private answers drive public content
3
2
10

11. Success Metrics
• 70-80% of customer problems are resolved with the tools
we provide them, including documentation, training, and
the community
• MeToo deflection ratio typically around 2

12. Business Benefits
• Support agents can focus on complex customer issues
• Crowdsourcing leverages deep customer expertise and identifies
customer champions
• Interactions provide reusable content
• Private answers are cleaned and added to Knowledge Base, and used as
public answers to original problem topics
• Feed into @webtrendsQandA

13. Jascha Kaykas-Wolff
CMO, Mindjet
@kaykas

14. About Mindjet
• Mindjet is collaborative work management software used to
generate ideas, organize information, share and store data, and
manage workflow
• Our software is used by millions of individuals, thousands of small
businesses, and 83% of the Fortune500
• As such, Mindjet is an inherently social company … and our
marketing and support processes must be equally social
… enter Get Satisfaction

15. Business Desires
Culture
•Drive active participation from in the company to outside of it
•Drive active participation within the community
Support
•Lower costs
Marketing
•Operationalize the community

16. Get Satisfaction Is Critical to Customer Success
• Prominent positioning of Get
Satisfaction Community … we
are there to help!
• Multi-channel access through
Mindjet website & Facebook
• Salesforce for SFA, Service
Cloud for Case Management
• Topics become cases upon review
• Praise & feedback used for word-
of-mouth marketing
16

17. Mindjet Social Layer
for Marketing
• Most Mindjet business comes
through word-of-mouth
• We see Get Satisfaction as an
engine for generating word-of-
mouth “social proof” marketing
• We present content from our
community right alongside social
networks

18. Business Benefits
Culture – Everyone Participates in Customer Interaction
•Enhanced customer relations in our Get Satisfaction Community
•Better insight for product management and product development
Support – Lowered Costs
•20% decrease in support calls
•Significant decrease in repetitive case rates
Marketing – Increased Brand Awareness & Leads
•Easily identify advocates
•Embed customer conversations as rich marketing content in website
• SEO, increased website traffic (3%)

19. Peter Tait Jascha Kaykas-Wolf Azita Martin Corinne Roberts
VP Marketing Chief Marketing Officer VP Marketing Product Marketing Manager
Webtrends Mindjet Get Satisfaction salesforce.com
@webtrends @kaykas @azitamartin @crosfdc