Start-up Satisfaction aims for “people-powered” customer service
Who hasn’t wished that customer service could be better online? A San Francisco start-up called Satisfaction will launch in the next month or so with the aim of improving online customer service by tapping the collective knowledge of users. The Web application is akin to message boards and will allow users of certain products to help each other solve customer service issues. Companies can partner with Satisfaction and launch the discussion and help areas themselves, or users can start their own communities independent of companies. Satisfaction calls it “people-powered customer service for absolutely everything.” Among the company’s founders are Thor Muller and Jonathan Grubb, who until now ran the S.F. Web design shop Rubyred Labs. Lane Becker, founding partner of well-known design and consulting firm Adaptive Path, is another Satisfaction founder. We spoke with the three of them recently about their new venture.