Crowdsourcing a Disaster? Company use of crowdsourcing to save money and reduce incoming calls for information about products has been an unmitigated disaster for customers, despite claims by social media proponents that crowdsourcing is an ideal tool. Companies CAN save money, but only at the expense of driving their customers completely nuts and earning bad reputations for customer service. It doesn't have to be such a mess, but companies setting up forums for support, as an example, understaff, and nickel and dime things so badly that the forums fail badly, leaving nowhere to go for customers to get help. I've seen dozens of attempts, many by major companies such as openx and American Express (since improbed) that follow this pattern. Crowdsourcing for customer support cannot be done on the cheap. Period.
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Top : Crowdsourcing and User-Generated Content: Does crowd sourcing work? Should you rely on it? What in heck is it?
Articles:Improving Call Deflection with CrowdSourcing - by Jace ModaviCrowdsourcing is a method that allows groups of individuals to unite to solve a problem collectively. It's a riff on the age-old idea that two heads are better than one, only in the Internet and iPhone era, it's hundreds of thousands of heads that are better than one. Perhaps the best-known example of crowdsourcing is the online enclyclopedia Wikipedia, which is user-written, -vetted and -edited.In the business world, crowdsourcing can be used as a relatively inexpensive, and often highly creative, problem-solving method in which the company broadcasts its problems and asks for input. (Added: 20-Sep-2010 Hits: 278 ) 9 Crowdsourcing Ideas to Grow Your Online Business - by Darpan Munjal After gaining steady attention in the business press over the past four years or so, crowdsourcing found itself catapulted onto frontpage news in May when the UK's new Coalition government turned to the online community for ideas about its future programme for government. A term popularised by Jeff Howe in a 2006 Wired magazine article and subsequent book, crowdsourcing has of course been the subject of some interest for some time, particularly in light of successful initiatives from the likes of Dell and Boeing. (Added: 20-Sep-2010 Hits: 193 ) Crowdsourcing: Consumers as Creators - by Paul Boutin Every business has customers who are sure they could design the products better themselves. So why not let them? Crowdsourcing is the unofficial (but catchy) name of an IT-enabled business trend in which companies get unpaid or low-paid amateurs to design products, create content, even tackle corporate R and D problems in their spare time. (Added: 20-Sep-2010 Hits: 163 ) Crowdsourcing: Six tools to drive your strategy - by Ross Dawson After gaining steady attention in the business press over the past four years or so, crowdsourcing found itself catapulted onto frontpage news in May when the UK's new Coalition government turned to the online community for ideas about its future programme for government. A term popularised by Jeff Howe in a 2006 Wired magazine article and subsequent book, crowdsourcing has of course been the subject of some interest for some time, particularly in light of successful initiatives from the likes of Dell and Boeing. (Added: 20-Sep-2010 Hits: 168 ) Your Guide to the Crowdsourced Workforce - by Josh Catone Crowdsourcing, a term coined by Jeff Howe in a June 2006 issue of Wired magazine, is a model of labor that has been fully embraced on the Internet over the past couple of years. Crowdsourcing takes tasks traditionally done by a single person or small groups of people, and farms them out to a global workforce. The large-scale committee approach is powerful because it leans on the concept of the wisdom of crowds (to a certain extent) which says basically that the more input, the better the output. We've written about a number of companies that employ crowdsourcing to produce their product or service here on ReadWriteWeb, but in this post we'll specifically look at companies that allow you to leverage the crowd to get something done. (Added: 20-Sep-2010 Hits: 269 ) User Generated Content: Basics of UGC for SEO - by na You've heard it before: Content is king. But there won't be much of a kingdom unless that content is optimized. But who is going to create it? Useful, relevant content doesn't come cheap, especially when your goals are to publish on a consistent basis. As an internet marketer, if you haven't tapped into the power of user generated content, you may be giving up a goldmine of SEO assets to your competition.A study conducted by eMarketer in early 2009 found that the number of Internet users who consume user generated content and who create it will shoot up significantly in the next four years (Added: 1-Oct-2010 Hits: 171 ) Do online reviews matter to your existing customers? - by Mike Moran This is an easy question, right? I know I thought so. Sure, small businesses (or any size business) must be vigilant about all posted customer reviews, because they are the first impression that a potential new customer gets of your business. But existing customers? They already know you and they have chosen you. Surely your online reviews don't matter to them. Yeah, well, that is what I thought, too, until a friend of mine related a story that taught me otherwise. (Added: 28-Dec-2010 Hits: 211 ) Should You Crowdsource Customer Service? - by Linette Chandler Let's get the jargon out of the way. Crowdsourcing is a term that's used to describe the process or soliciting the mass or your own network of friends, followers, fans, customers, prospects and so on, to accomplish a task, project or maybe just answer your questions. So what does it mean to crowdsource your customer support? (Added: 20-Sep-2010 Hits: 209 )
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16-Nov-2011
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