Satisfaction is a subscription-based customer service tool that allows open conversations between companies and their customers, addressing problems with traditional closed systems like email support. By bringing customer expertise and conversations into the open, Satisfaction reduces repetitive support issues while improving customer loyalty. It leverages trends of customers helping each other online and companies benefiting from engaged customers. Pricing is tiered for small businesses, starting at $29/month, addressing a market that previously lacked the right tools.

1. Redrawing the boundaries
of customer service

2. THE OPPORTUNITY
The Power of Customer Conversations
Satisfaction is redrawing the boundaries of customer service by
cultivating open communication with and among customers. In
contrast to the closed interaction of email and CRM, Satisfaction
alleviates the burden of customer support by harnessing
customer involvement increasingly visible on blogs, forums and
online communities.
We’re building inexpensive but effective on-demand customer
service tools for the small business market, a market that has
never had access to the right tools before.

3. SUMMARY
Who we are
We know how to build and sell companies,
from Thor’s sale of Prophet to Frog Design to
Lane’s sale of Measure Map to Google.
With Rubyred Labs, founded in 2006, we
designed and developed a half-dozen
commercial Web apps, and launched
Valleyschwag, a surprise hit. Lane spent six
years doing product development for startups
at Adaptive Path.
We have seen a lot of web products and
business plans over the years. This is the
business we’re betting the farm on.

4. THE PROBLEM
Traditional customer service is unsatisfactory
Customer service has long been a painful experience for
companies and their customers.
Current tools reinforce this, focusing on cold efficiency at the
expense of personal touch: agent troubleshooting, knowledge
bases, and trouble ticket queueing. This approach is labor
intensive and time consuming. It is unwieldy for large businesses
and inappropriate for small ones.

5. THE PROBLEM
Email embodies the current problem
Most small businesses
today rely on email
(e.g. MSOutlook) to Information Overload!
respond to their
customer issues.
Always behind in responding
Email makes it
difficult to track
resolution and
exacerbates the
repetitive drudgery of Out of sight,
out of mind
traditional customer
service.

6. OUR SOLUTION
Replace the Contact page on every business site
Give customers the answers
they seek before they send
email with live search of
conversations
Companies never answer the
same question twice with
Satisfaction. It learns from
their interaction with and
between customers.

7. OUR SOLUTION
Companies and communities work together
Customers themselves
become a rich source of
solutions, ideas and
enthusiasm.
Customer questions and
employee answers are
publicly viewable and easily
findable.
Satisfaction reflects
customer feelings, as well as
topics of concern.

8. OUR SOLUTION
Satisfaction: a new model for customer service
Satisfaction is a subscription-based Web application for small- to medium-sized businesses
that redefines customer support as an open conversation between a company and its
customers rather than a closed silo managed via email or CRM software.
Satisfaction leverages the power of
Web-based community to let
customers answer each other’s
questions directly, while also helping
companies provide personal responses
without dedicated personnel.
Satisfaction benefits from customers’
desire to identify and involve
themselves with companies that matter
to them, turning the experience of
customer service from one that
revolves around “trouble” to one that
focuses on connection.

9. PRODUCT BENEFITS
What can Satisfaction do for small business?
Satisfaction decreases the time, effort, and costs associated with
providing personalized customer service. By bringing customer
expertise into the picture, Satisfaction reduces the number of
repetitive support queries while engendering a range of new
conversations between a company and its customers.
This allows companies not only to reduce support costs but,
more importantly, leverage participation to improve customer
loyalty, identify passionate evangelists, and get the benefit of
customers’ involvement to aid sales, marketing, and product
development efforts.

10. MARKET TRENDS
The success of
Satisfaction rides on
three accelerating
market trends

11. MARKET TREND 1
Customers are talking to one another online
Increasingly, customers start their search
for answers or conversation at the Google
search bar. And more often than not, they
end up on a site created by other
customers.
Blogs, online bulletin boards, and other
community tools enable wide-ranging
discussion about all aspects of a company
or industry. Customers looking for
support and assistance regarding a product
often get better and more up-to-date
information from these community-created
sites than they do from the company’s own
Web site.

12. MARKET TREND 1
Customers are talking to one another online
“A lone person today has a greater chance to
create widespread excitement or disrupt a
company’s reputation without the assistance of
the big megaphones of traditional media. And
thanks to Google, a lone person can create a
multi-layered impression of a moment in time for
thousands, if not millions of other people to read
and absorb immediately, months or years from
now...The funnel of the message megaphone is a
lot wider.”
- Citizen Marketers: When People Are the Message,
Ben McConnell and Jackie Huba, 2007.

13. MARKET TREND 2
Companies are seeing the financial benefits of
engaging directly with customers
“The benefits of courting customer advocates are clear. Research
by Bain & Co. over the past decade has found that revenues of
companies with the highest levels of customer loyalty grew more
than twice as fast as those of their competitors... Says Robert
Schieffer, professor of marketing at Northwestern's Kellogg
School of Management: ‘Increasing customer satisfaction has a
remarkable impact on profitability and stock market
performance.’ ”
– “True Believers,” BusinessWeek, Winter 2006
http://www.businessweek.com/magazine/content/06_52/b4015401.htm

14. MARKET TREND 2
Companies are seeing the financial benefits of
engaging directly with customers
“The most intensely engaged users of a product
often find new ways to enhance it long before
its manufacturer does. This is not traditional
market research — asking customers what they
want. This is identifying what your most
advanced users are already doing and
understanding what their innovations mean for
the future of your business.”
–“To Charge Up, Put Customers In Charge,” Lego Mindstorms was built on innovations
of passionately involved teachers
The New York Times, June 18, 2006

15. MARKET TREND 3
Small companies have access to tools
previously built only for the enterprise
Enterprise-class software is being reinvented
at the small business and consumer level
using new tools and models pioneered for
the consumer market. Small companies are
now ready and willing to pay for online
software that “just works.”
Companies like Salesforce.com and 37
Signals have proved, with applications like
their Web-based project management and
CRM software, that there are significant 37 Signals’ Basecamp provides a streamlined
approach to project management that works
profits to be made delivering to this market. well for small businesses, and large ones too.

16. MARKET TREND 3
Small companies have access to tools
previously available only for the enterprise
“Savvy new companies are wedging themselves into
established industries, unburdened by the fixed
costs of infrastructure past. They're doing it with
the help of resources never before available so
cheaply to startups, like outsourced manufacturing,
Internet-powered publicity, and robust design tools.
To get to market fast, they farm out everything they
can, from logistics and billing to sales and support.”
- “The New Instant Companies,” Business 2.0, June
1, 2005
http://money.cnn.com/magazines/business2/business2_archive/2005/06/01/8263450/
index.htm

17. COMPETITIVE SITUATION
Current solutions are closed systems
or under-specialized
HIGH
Satisfaction
CRM
CRM is a closed system
Satisfaction frames customer
focused on managing agents,
service features through
tracking issues, and
integration with other Discussion Boards open conversations
sometimes served by
information systems.
discussion boards
LOW
Quantitative Issue Search/ Out-of-box Customer
Cost
Analysis Tracking Discovery experience Evangelism
Configurability Service Level Email Hackability Tools
Conversation/ Qualitative
Agreement Management Community Analysis
(SLA)

18. COMPETITIVE SITUATION
How Satisfaction changes the game
Customers discover solutions and open conversations via
1
collectively optimized search, providing a personal touch
4 5 6
3
Satisfaction enables hackability rather than configurability, so
fans and CRM developers can extend the system infinitely.
2
other 1
2
3 Companies get started and see benefits immediately, with no
training. Satisfaction makes customer service easy and fun.
Satisfaction engenders open and ongoing conversations that
4
engage customer interactions in a meaningful way
Cultivate and identify customer evangelists, reward them, and
5
leverage them as experts and volunteer marketers
Track the qualitative health of customer satisfaction, changing
6
primary metric from # closed issues to relative happiness
Quantitative Issue Search/ Out-of-box Customer
Cost
Analysis Tracking Discovery experience Evangelism
Configurability Service Level Email Hackability Tools
Conversation/ Qualitative
Agreement Management Community Analysis
(SLA)

19. REVENUE MODEL
Tiered Monthly Subscription Service
Satisfaction is offered for a monthly subscription fee determined by features and customer
volume. The scalable pricing supports our initial small business target, and expands to fit
larger companies. Negotiated pricing is available for companies with large customer bases.
EXAMPLE SUBSCRIPTION PRICING
Premium Plus Basic
Free
$99/month $59/month $29/month
Number of
2000 500 200 50
Customers
File Storage 2GB 500 MB 250 MB 25 MB
Private messaging
! ! !
Custom designs
! ! !
Ad Free
! ! !
SSL secure
messages !

20. Thank You
invest@getsatisfaction.com