Case Study: TechSmith achieves deeper customer engagement and cost savings with Get Satisfaction

TechSmith stays close to millions of customers with an online community

TechSmith, a maker of visual communication software such as Snagit, needed a better way to gather product feedback, support customers, and learn how users were really using its products. To move beyond traditional beta testing and email-based input, TechSmith launched a community with Get Satisfaction in 2009.

Get Satisfaction helped TechSmith create an online community where customers could ask questions, report issues, suggest ideas, and help each other with rich media content. The result was powerful, hard-to-capture product feedback, up to $500,000 saved in product testing for a single product, nearly 14,000 knowledgebase topics, and 1.26 million users spending 2.5 million hours engaging in the community over 12 months.

TechSmith

Daniel Foster

Social Media Strategist