Get Satisfaction’s Facebook application allows customers to mirror their Get Satisfaction communities within their Facebook brand pages.
Your customers can then interact with your Get Satisfaction community without ever leaving Facebook. Content created through the Facebook application will appear on your Get Satisfaction community and can be used in widgets.
Setting Up the Get Satisfaction Facebook Integration
Get Satisfaction for Facebook is available for all communities. The application can easily be installed, configured, and uninstalled from the Configure section of your Get Satisfaction community. In order to install the application you need to have Admin privileges for both your Get Satisfaction community and your Facebook page.
From Configure workspace, select “Facebook” from the menu on the sidebar. The page that appears lets you know the basic process to set up the integration between your Get Satisfaction community and your Facebook page. Click on “Log in to Get Started” to begin the process.
If your Get Satisfaction community is already connected to any Facebook pages, they will be listed on the Facebook configuration page. This is where you can edit the configuration of the installation or remove it completely. To connect a new Facebook page to your community, click the “Add Another Page Button”.
A pop-up will appear that prompts you to log in to Facebook. Make sure that you are logging in using a Facebook account that has admin access to your Facebook page. This may be your personal account or an account used strictly for work purposes.
Once you have logged in, you will need to give the Get Satisfaction Facebook app permission to access your Facebook account. Please note that the app will note post to Facebook using your account. Granting this permission is what will allow your community to connect to your Facebook page. Click the “Okay” button to proceed with setting up the connection.
Now that you have granted Get Satisfaction permission to access your Facebook account, it can see which Facebook pages you have Admin permissions for. All of the pages that you have Admin access to will be displayed here. Select the page that you would like to connect to your Get Satisfaction community. Then click “Install on Fan Page”.
The next screen that appears allows you to customize the set up of the Get Satisfaction Facebook app. There are a variety of options to choose from here. By default, the settings allow most of your community conversations to be shown and created from your Facebook page. One option many Get Satisfaction customers choose to take advantage of is adding a custom tile display. This lets you easily you to keep your Facebook page on brand.
The default set-up is meant to help your customers using Facebook get the best experience from this app and to be able to easily ask questions, share ideas, or give their feedback on your products without leaving your brands Facebook page. You are able to update these configuration settings at any time.
After you have selected your custom options, or if you just want to leave it on the recommended default settings, click the button labelled “Save Facebook Settings”.
When your configuration settings have been saved, a confirmation message will appear at the top of the screen. Use the link provided in the confirmation message to view your brands Facebook page.
A drop-down menu will appear under the “More” tab. In this drop-down menu will be an option labelled “Feedback”. By clicking “Feedback”, you and your customers can access the Get Satisfaction community integration page. Congratulations! You have successfully set up the Get Satisfaction Facebook integration!
Using the Get Satisfaction Facebook Integration
From your brands Facebook page, your customers are able to view, search for, and post community content. They do this using the Feedback tab.
Customers can view your current community content or post their own. The box that appears is very directive and easy to use. They can also click through the content tabs to view current community content that falls into the topic types of Questions, Ideas, Problems, or Praise.
Posting community content from the Facebook page is a very similar process to what your customers experience in your Get Satisfaction community. When someone asks a question, shares an idea, reports a problem, or gives you praise they will first see a list of similar community topics that already exist.
Just like in your Get Satisfaction community, customers can adjust the title of the conversation and create the content before it is posted.
After the content has been posted, it will automatically appear on the Feedback tab of your brands Facebook page. This new community conversation will also appear in your Get Satisfaction community.