The problem: I'm maintaining a list of requested features for Poker Copilot. These mostly come in through e-mail or discussion forums. It's getting unwieldy and I'm running multiple e-mail conversations and forum threads discussing these features. People are requesting things others have already requested. The same bugs are reported multiple times. I'd like the list of requested features and bug reports to be public. I'd like this to be as painless as possible, for myself, and especially for my customers.
The solution (maybe?): Get Satisfaction. I've been considering this site for customer support. Before I take the plunge, would anybody like to offer strong opinions for or against using this service?
The Poker Copilot Blog
Tracking the development of Poker Copilot, Mac OS X software for poker analysis and statistics.
Wednesday, 27 August 2008
Is "Get Satisfaction" Worthwhile?
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3 comments:
I want to start by saying: I'm completely biased. I am the community manager at Get Satisfaction.
I think that a number of the problems you're having could certainly be solved by using our site, but I don't want to give you the hard sell. Rather, I want to point you to Mac-centric (including solo) developers who are using our site, so you can get an idea of how they are using us:
Sci-Fi Hi-Fi: http://getsatisfaction.com/scifihifi/products/scifihifi_podworks
Tapulous: http://getsatisfaction.com/tapulous
Panic: http://getsatisfaction.com/panic
RescueTime: http://getsatisfaction.com/rescuetime
Second Gear: http://getsatisfaction.com/secondgear
I will leave additional comments to other folks. Call on me if you have any questions whatsoever!
E
Eric Suesz
Community Manager
Get Satisfaction
eric [at] getsatisfaction [dot] com
You should read Getting Real by the 37 Signals guys. Their advice would be to not track feature requests because the important ones will come up over and over again and you won't be able to ignore them.
Although I respect 37 Signals emphasis on simplicity and tactics, if there is a method that allows Steve to collect all comments for later consideration without being "in the loop" I think he should do it. Not only can he still see the same feature requests coming up frequently - there might be that one "gem" in there, that is only mentioned once, that turns out to be a huge winner. If you don't track so you can reflect with leisure, I think it would be very easy to miss something like that.
Steve .. certainly give us an update post not only on what you decide - but how it works out for you!
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