Case Study: Fotomoto decreases support cases by 30% with Get Satisfaction

E-commerce system decreases support case volume by 30% and creates a unified customer support experience with Get Satisfaction + Assistly integration

Fotomoto, an e-commerce system for photographers, needed a better way to handle the flood of support questions from new users and buyers while keeping support organized and community-driven. The company chose Get Satisfaction to create a social support community where members could see past questions and answers, reducing repetitive inquiries and helping customers find the right place for help.

Get Satisfaction implemented a community platform and later integrated it with Assistly and Zendesk, creating a single support page that combined the knowledge base with community discussions. The solution launched quickly and was fully customized in less than a week, helping Fotomoto scale support as the business grew 3x and order volume rose 5x, while cutting support tickets by 30%.

Fotomoto

Ahmad Kiarostami

CEO, Fotomoto