Support 2.0: The Future of Customer Support
I found two fascinating looks into the future of customer service and support today:
- Satisfaction is a new company, founded by Lane Becker, that provides "People-Powered Customer Service for Absolutely Everything". In his Expanded View of Customer Service, Lane talked about how, once customer service goes two-way (i.e. Web 2.0), then it becomes community, evangalism, and co-creation. Very interesting article.
- Fixya is "consumer electronics support, products repair, manuals, and troubleshooting". It works via a virtual network of "support experts" - self-selected people who choose to participate in providing support, either live chat based support, or forum-style support. Experts get paid a 60% commision for chat support, and a flat-rate $5 payment for solving posted problems.