• scott wilder

    Intuit can provide the case study for this. Check out community.intuit.com, which has been up and running since 2004. It provides user generated customer support and has higher resolution rates than any other support channel.
    Scott Wilder
    (Godfather of Community.Intuit.com)

  • Thomas Wieberneit

    Harish, I would agree and it is not exactly latest news. Some companies are building their business model on this idea and looking into thriving communities like the one of Intuit (mentioned by Scott, below) or Microsoft MSDN, SAP’s SDN, to name but a few are a great example for this. Actually I am thinking that branded customer communities for support are close to being mainstream already.

    Not to forget Giffgaff in the UK – they actually make it part of their own business model to have support nearly totally done by their customers.
    Cheers
    Thomas

  • This is a nice overview of how your  existing customer base can be
    leveraged to crowd-source customer support. As Thomas has commented,
    this has been out there for some time and there are providers such
    GetSatisfaction, UserVoice etc. that can help organizations put this
    idea into action. Getting set up for this is easy but getting the
    critical mass to make it self sustaining (at least to some extent) is
    the tricky part.

  • This is a nice overview of how your  existing customer base can be
    leveraged to crowd-source customer support. As Thomas has commented,
    this has been out there for some time and there are providers such
    GetSatisfaction, UserVoice etc. that can help organizations put this
    idea into action. Getting set up for this is easy but getting the
    critical mass to make it self sustaining (at least to some extent) is
    the tricky part.

  • This is a nice overview of how your  existing customer base can be
    leveraged to crowd-source customer support. As Thomas has commented,
    this has been out there for some time and there are providers such
    GetSatisfaction, UserVoice etc. that can help organizations put this
    idea into action. Getting set up for this is easy but getting the
    critical mass to make it self sustaining (at least to some extent) is
    the tricky part.

  • Thanks Scott for sharing this excellent case study. Yes, Intuit is a great example of support by customer community.

    Harish Kotadia, Ph.D.

  • @twieberneit:twitter  Thanks Thomas for visiting my blog and sharing your thoughts. Much appreciated!
    Yes, this is not the latest developments, but I see a lot of interests among marketers in having community based support with the aim of reducing their support costs. A vast majority of marketers out there (large and medium cos.) can benefit if they go with this approach.

    Thanks again for sharing your thoughts,

    Harish Kotadia, Ph.D.

  • Thanks Sameer for sharing your thoughts:

    You are right, creating a self sustaining mass of customers to help each other out is an issue. This calls for rewarding/recognizing customers for their participation and contribution to the community.

    Thanks again for your comment,

    Harish Kotadia, Ph.D.

  • Thomas Wieberneit

    Hi Harish, just for my own curiosity: Do you see this interest among marketers as something that matures from the early adopter stage only now?
    Rgds
    Thomas

  • @twieberneit:disqus  I see this interest more as a way to engage customers on a ‘social platform’ that marketers can ‘control’ and ‘manage’ unlike Facebook or Twitter that they have no control over and are always changing or evolving rapidly. 
    Thanks,

    Harish Kotadia, Ph.D.

  • Reducing customer support and improving customer satisfaction is really a great strategy i seen a lot call centers using that strategy.

  • Sybil

    Every call center has their strategy. With the presence of social media sites and a wide range of call center services offered, it is now easier to reach out to customers.