In 2007 I frequently checked the blogosphere for “Support 2.0”, “Collaborative Support” and similar terms and found very few posts. Although much of the discussion around social media encompasses technical and customer support use cases, few of it focuses specifically on that domain. And where support was discussed, it was most frequently only in the context of discussion forums. This year I’ve noticed a few more folks specifically talking about support, and taking it to the next step of blogs and wikis. Here’s a few relevant posts:
- David Haimes talks about Why Product Development Should Blog.
- Tom Johnson talks about The Convergence of Help with Web 2.0.
- Venkat blogs about increasing the Self-Support 2.0 quotient of products.
- Jake Kuramoto talks about Twitter as Customer Support.