Customer Service in the Web 2.0 World

Chuck Ganapathi writes that our world is changing and the rules of customer service are being rewritten…

With over 100,000 new blogs being created each day, every individual’s voice can be heard.  And with more ways to connect with one another people are starting to tap into the power of the online community.

What does that mean for customer service organizations?  The rules are being rewritten to provide instant access and gratification of the Internet.

Self service is a way of life – plus an unhappy consumer has the power to destroy a company’s brand with a single click.

With on-demand, companies can deliver a fully branded, personalized customer portal that redefines the customer’s experience.

On-demand customer portals also allow companies to create their own social networks for their customers using Web 2.0 technologies like blogs, wikis, forums, and online voting. All of these services are fully integrated with the internal service application, allowing customer service managers to have complete visibility into these interactions.

The Economist, in its recent survey of 406 senior executives across the world, found that companies expect their customer service departments to be nor of the most significant users of Web 2.0 technologies.

What a great way to build a community of loyal customers with enduring value.