mercoledì 11 maggio 2011

Viva il Crowdsourcing

One great business use of crowd sourcing involved customer service. Traditionally, if one person had a problem they would call an 800 number and work with an agent one-on-one. Using social media, not only can a company agent solve one person’s problem in front of many (which may solve other people’s problems at the same time) but other customers can help solve the problem. This helps company’s cut support costs while still providing timely, accurate service. I’ve seen companies go as far as “certifying” customers that are especially good at providing service on their behalf. This empowers the certified customer, builds loyalty, and encourages them to be even more active in helping others. Its a win for everyone [Todd Nemura]
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