Problem:
Real time customer support is usually based on prior knowledge of the product at hand, support cases already solved, etc. In large scale operations, a support personnel will follow pre-defined steps, or a set of questions, to narrow down the possible set of flaws or misuse that could be causing the problem, and finally solve the problem if solutions to similar cases have been identified.
Too often this process is rigid, as the support employees have to follow the fixed path in a convent..
Problem: Companies claim to be customer oriented but in truth they fail to be truly and effectively near their customers.
Proposition: The power of the social media and the Internet should be utilized by building customer communities dedicated for sharing answers, ideas and solutions. Public customer community would be an open place where customers and employees of a company could meet and share information.
Implementation: Customer community should be implemented to the web and be easily access..
