Get Satisfaction has just launched Overheard, their new service that allows companies to see what people are saying about them on Twitter and in turn use that to improve customer service. See Adam Ostrow’s post on Mashable for more on the launch of Overheard.
With Overheard, companies can support customer conversations across the Web. Overheard lists out recent Twitter posts (“tweets”) related to a company and allows any user – employee or customer – to convert a selected tweet into a rich, searchable Get Satisfaction topic. When someone replies to a tweet via Overheard, Get Satisfaction sends a public reply to that person to let them know a discussion was started in response to their issue.
Get Satisfaction also just launched a new Help Center feature to assist companies in building online customer communities.