CustomerService2.0 - su.pport.us

by Steve Mallett

"Customer Service" has become an oxymoron.

I've created su.pport.us as a way for customers to help customers. Computers, gadgets & digital anything was suppose to make our lives easier. Well, that might be the case once the damn things work.

Problem is: they almost never do and the companies providing them saddle you with the burdon of getting them to. And how? By calling script-wielding, underpaid, frayed-nerved phone support or endless googling across blogs.

8 Comments

Aristotle Pagaltzis
2006-10-17 03:44:06

But why, why the name? Wouldn't support.us have worked just as well? The del.icio.us fad was fun while it lasted, but can't we please go back to something less annoying to type and stupid looking?


Anyway, not to whine about a good idea. Here's a tip from my experience with seeing wikis that take off and ones that don't: get some dedicated people to prime the place with some content, so that it becomes useful to passively browse. An empty collaboration space gets ignored. To attract people it has to have enough existing value that small contributions can be meaningful.

jeremiah foster
2006-10-17 03:45:50
Love it. This is a great idea Steve.
bobby orbach
2006-10-17 09:53:37
as an ex retailer... I can attest this is a great idea
congratulations
bobby
Steve Mallett
2006-10-17 19:19:19
"Love it. This is a great idea Steve."


&


"this is a great idea"


Thanks, it will be if enough folks get on board. -Steve

spelling nazi
2006-10-18 16:59:33
Great idea, but,


If you're company's service sucks


that should be "your"


"you're" is the abreviation for "you are"


Steve Mallett
2006-10-18 18:04:05
spelling nazi: lol I'm a bit of a spelling nazi myself. How embarrassing.
Joseph A. Banks
2006-10-18 20:03:26
Wow.


This is a *horrible* idea. Really.


You're coming from the right place, I feel your pain... but you've just made an eternal enemy of every single customer support person ever. Including the good ones. Now they can all feel the pain of thousands of people calling up with new (bad) advice and guidance they got off yet another random internet site.


At the very least, you've got to control and verify this data for it to be any more useful than a random Google search.

Steve Mallett
2006-10-19 05:19:00
"Including the good ones. Now they can all feel the pain of thousands of people calling up with new (bad) advice and guidance they got off yet another random internet site."
While I do feel for them I feel more for the masses.


"At the very least, you've got to control and verify this data for it to be any more useful than a random Google search."


Random searches on Google are more support than I've ever gotten from "customer support". Perhaps this is a chance to put all those random searches results that work in a spot where they can be poked & prodded, tried & verifed... (I doubt customer support staff can change or update support docs). In fact I'd like to see more companies release their customer support info so it can be made into easily accessible & remixable content.