User-generated customer service


	User-generated customer service

Forbes Business

7-20-2007 11:56 AM

528 views

tags:

customer service, satisfaction, yahoo, startup, widgets, flickr

Forbes Business says:

GigaOm highlights a startup company applying a Yahoo! Answers model to customer service. It's a promising concept that doesn't have to be restricted to product queries. For instance, one of the first Satisfaction forums set up is for the annual Burning Man Festival in Nevada. - Louis Hau

2 Comments |

Add a Comment

7-20-2007 12:11 PM

ericskiff

I love this idea!

The MySQL online manual has a "comments" section below each and every page, which is often where I find the most useful information. The PHP.net site uses that same method to let users support eachother.

It's scary to give up control, but the benefits of letting your users support eachother far outweight the pitfalls in my opinon!

7-20-2007 12:26 PM

pallefs

I love it, too!

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<div style="margin: 12px 0px; font-family: arial; color: #333333; background: #ffffff; border: solid 4px #e5e5e5; width: 100%; clear: left;"><div class="CM_CTB_Content_Wrap" style="margin: 0px; padding: 0px;background-color: #ffffff;"><div style="border-bottom: solid 1px #dcdcdc; white-space: nowrap; margin-bottom: 8px; background-color: #eeeeee ;background-image: url(http://www.clipmarks.com/images/source-bg.gif); background-repeat: repeat-x; height: 24px; line-height: 24px; vertical-align: middle; padding-bottom: 4px; color: #666666; font-size: 10px;" ><a href="http://clipmarks.com/clip-to-blog/" title="see clips that are hot right now"><img src="http://content.clipmarks.com/blog_embed/10b4eed3-002a-46db-abc6-9ec8d3841d3b/74D52214-3CF4-4ACD-9CC5-110122CA4AC3/" alt="" width="19" height="19" border="0" style="vertical-align: middle; margin: 0px 4px; display: inline; border: none; float:none;" /></a>clipped from <a title="http://gigaom.com/2007/07/19/satisfaction/" href="http://gigaom.com/2007/07/19/satisfaction/" style="font-size: 11px;">gigaom.com</a></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://gigaom.com/2007/07/19/satisfaction/"> Satisfaction, a small San Francisco-based startup run by former user experience consultants, is hoping to improve the abominable state of customer support forums and help lines. The company is starting to <A href="http://getsatisfaction.com/companies">play around publicly</A> with its “people-powered customer service” site, so you can get a taste for yourself of what it will look like.</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://gigaom.com/2007/07/19/satisfaction/">The company or product doesn’t have to have official involvement, and it costs nothing to set up an account, but Satisfaction will offer value-added services like a widget to place on the company’s support page.</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://gigaom.com/2007/07/19/satisfaction/">Similar to something like <A href="http://answers.yahoo.com/">Yahoo Answers</A>, Satisfaction tries to improve the current avenues for customer service by using ratings of answers to better organize and surface them. </blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://gigaom.com/2007/07/19/satisfaction/">“The same way with Flickr innovated by taking private photo uploads and defaulting to public,” said Muller. “This is defaulting all customer service as public.”</blockquote></div><div style="margin: 0px 6px 6px 4px;"><table style="font-size: 11px;border-spacing: 0px;padding: 0px;" cellpadding="0" cellspacing="0" width="100%"><tr><td style="background:transparent;border-width:0px;padding:0px;">&nbsp;</td><td align="right" style="background:transparent;border-width:0px;padding:0px;width:107px" width="107"><a href="http://clipmarks.com/share/74D52214-3CF4-4ACD-9CC5-110122CA4AC3/blog/" title="blog or email this clip"><img src="http://content6.clipmarks.com/images/c2b-foot.png" border="0" alt="blog it" width="107" height="17" style="border-width:0px;padding:0px;margin:0px;" /></a></td></tr></table></div></div>

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