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The future of customer support: Outsourcing is so last year | The Economist - 0 views

www.economist.com/...future-customer-support Mechanical Turk Crowd-Sourcing Crowd Curation Unsourcing Cloud Labor
shared by Weiye Loh on 12 May 12 - No Cached
  • Gartner, the research company, estimates that using communities to solve support issues can reduce costs by up to 50%. When TomTom, a maker of satellite-navigation systems, switched on social support, members handled 20,000 cases in its first two weeks and saved it around $150,000. Best Buy, an American gadget retailer, values its 600,000 users at $5m annually. 
  • Weiye Loh on 12 May 12
     
    "Unsourcing", as the new trend has been dubbed, involves companies setting up online communities to enable peer-to-peer support among users. Instead of speaking with a faceless person thousands of miles away, customers' problems are answered by individuals in the same country who have bought and used the same products. This happens either on the company's own website or on social networks like Facebook and Twitter, and the helpers are generally not paid anything for their efforts.
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