Loading Profile...
Trying to understand FastPass tie-ins and benefits
Fastpass: Can you explain how this works: "allows company staff to track users from their main system in the support area"
If we implement this, does it mean that we can see our customers' usernames somewhere in the GS admin area?
If we implement this, does it mean that we can see our customers' usernames somewhere in the GS admin area?
I’m indifferent
1
person has this question
I have this question, too!
Tell me when someone answers.
The more people who ask this question, the more it gets noticed.
The more people who ask this question, the more it gets noticed.
The company marked this question as answered.
-
Inappropriate?Just thought I'd chime in with a few use-cases. We don't currently use Fast-Pass, but in many ways we should and here's why.
1. Our users have already provided us with their info (and for 2 of our products have already created user-facing accounts with username/passwords). When they participate on our support site, they are asked to create a get sat acct. Many of them are confused and try to login with their user accounts for our products. FastPass solves this problem by being the go-between. Users sign up to your member system and that system communicates with GS to seamlessly log users into the support site.
2. Our employees are used to accessing customer information in a single database. With the addition of GS, we now have a separate database of customers that we don't have access to. If we were using our own sign up system as a go between, we could continue to collect whatever data we want and integrate our support users with the rest of our customer records. As it stands, we're losing out on data, control over sign-up experience, and access to a portion of our users.
If you have an existing member sign-up system I would HIGHLY recommend using fastpass. One caveat to this is if you don't care if you have access to your customer data. Another is if you think your members are already on FB or Twitter and wouldn't mind just using those credentials to login. GS is using an awesome login system that allows folks several options for signing in.
Anyway, just my 2 cents. Good luck.
2 people say
this answers the question
1 Comment Add a comment
This answers the question
-
Great response, Arielle. Thank you! -
Inappropriate?Hi Bryan,
If you're using FastPass, any users who come to Get Satisfaction via your site will have the option of logging in with their credentials from your site. This means that you will see any of the contact info you already have about them and decide to also collect with FastPass, in the meta data tool-tip box when you roll over their avatar in your community space here on GS.
Arielle's explanation of why this is useful was excellent.
If you have additional technical questions about how it works exactly, I'll put you in touch with someone who can get in to more detail about it. -
Inappropriate?Thanks both!
Two questions:
1) So when a customer visits GS and isn't logged in, they are redirected to our site's login page, right? So they'd no longer have the option to use facebook/twitter/etc logins?
2) Some of our customers don't have accounts. Would we need to create an account setup form on our site to implement FastPass?
1 Comment Add a comment
This answers the question
-
Some of our users don't have accounts either. This has been a central barrier to implementing fastpass. It seems like we need to set up an account system for all of our users prior to using fastpass. For us, this includes our pre-sales channel because we have several GS users who join prior to purchase for help with sales questions. Of course, we track all of our customers (leads and users) in a single internal database. So, in theory, we already have an account system for all of them. However, we'd need to implement "user-facing" accounts with usernames and passwords to tie all of our customers to GS using fast pass. I'm glad you posted about this because it's been helpful for me to think about your use-case, which looks similar to ours. Hopefully there's an easy solution and I'm just missing it. I do wish there was an option in the existing GS login form to add in-product registration for your company without eliminating the possibility of signing in with GS, FB, or other credentials. This would at least solve the problem for companies like ours that have registration that occurs at product installation for certain but not all products. btw, i downloaded your free trial today and I've been enjoying the enhanced outlook so far... =)
-
Inappropriate?I made a quickie screencast (apologies for the bad audio) to show how *technically* FastPass supports users whether or not they have an account on your system, or would prefer to use their Facebook, etc, login. I think the main issue is that we need to provide a clearer path in the UI:
Let me know if you have further suggestions--this is an area we're working on.1 Comment Add a comment
This answers the question
-
Thanks, Thor! Very helpful. What do you think about providing a space in the company login prompt to edit some instructional text specific to your company. I think the edit tools you've provided admins so far (in the Message from company, support links, etc) have gone a long way in helping us get over user confusion. The fastpass login seems like a good candidate for some customized text. Is this a possibility in the short-term?
-
Inappropriate?I'll look into this for you!
EMPLOYEE
EMPLOYEE
