Customer service + Web 2.0

Good customer service is the lifeblood of any business. You can offer all the free gifts and promotions and reduce prices to bring in as many new customers as you want, but unless you take care of your customers  your business won’t be profitable for long.   At the place I work, they have a motto

“Your company is your business. Helping it Prosper is Ours”

Prosper,  Inc

They have the understanding of good customer service is all about bringing customers back. And about sending them away  and keeping them happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. We are not perfect , but are trying to improve everyday!

I read a great post by by Doriano “Paisano” Carta about customer service and Web 2.0 and how they have  “…finally been formally introduced and have gotten rather serious these days. Because of this, it has become extremely easy to share an idea you have for new features or just complain about an existing one..”

He also wrote about

“,,,,Companies are understanding the value of centralizing valuable feedback. They’re also using this new platform to communicate with their user base to keep them informed about service interruptions (made famous by Twitter) and new updates. This appears to be a win-win relationship for companies and customers (sites and users).

Here are a couple of the front-runners in this hot space, including other ways you can share feedback and suggestions with the services you use online:

Third Party

Get Satisfaction is currently the best of the breed when it comes to a centralized method of feedback communication and status updates for companies and customers. It provides a useful Company Directory that shows all of the sites and services that allow you to share your feedback and suggestions. It’s also a great way to check the status updates of problems and bug fixes.

Companies that use Get Satisfaction include twitter, Apple, and Microsoft.

UserVoice is a competitor to Get Satisfaction but there are subtle differences. At this time, there isn’t a centralized directory of all the companies that provide a UserVoice method of communication as there is on Get Satisfaction. This makes finding companies on there nearly impossible. The only way to do so now is through the company’s website.The good news is that companies can host this platform themselves.

Rejaw uses UserVoice.

Opinions, Reviews

Swotti – Provides real world opinions on products and now even about people!

Blippr – A new twitter-like service that lets you review/rate things like movies, books, music, etc.

Angie’s List – Has become the most popular service for letting you rate and review contractors, service companies and health care providers. Their list continues to grow and people really seem to appreciate the fruits of their labors.

Top Lawfirms – A list maintained by LexisNexis Martindale Hubble which uses peer reviews to rate lawyers and law firms.

Hotels.com – The well-known hotel ranking system that keeps on growing.

Yelp – The most popular rating/ranking service today, especially for restaurants and entertainment establishments.

SezWho – Unique in that it allows you to rate the quality of comments on a blog.

Digg – Lets everyone rate news items on the Web.

SchoolMatters – Lets parents

Resource Feedback Frenzy: 35+ Customer Service Resources August 13, 2008 — 11:18 AM PDT — by Doriano “Paisano” CartaMashable.com

More Resources:

Good Customer Service Alone Doesn’t Win Referrals Don’t wait around for your excellent service to pay off. Instead, build a network for word-of-mouth marketing –U.S. News

Local execs unlock door to good customer serviceSan Antonio Business Journal – by Donna J. TuttlePosted July 10, 2008

How Customer Service Works”HowStuffWorks

Care about the Customer , The “Prosper Learning” Way– July 31, 2007 by prosperstudentcare

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7 Comments

Filed under customer service

7 responses to “Customer service + Web 2.0

  1. Great Resources for people on a tight budet!!!

    Travel Mouse
    http://www.magicmousetravel.com/

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  3. Pingback: Sales Through Service Is A Prosper Learning Concept « My Discoveries on the Road to Prosper and Learn

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