All in Customer Communication

How Involved Should Customers Be in Managing Their Own Technical Support?

Last week I wrote about my experiences when my main laptop computer died. The bright spot was that I learned about the value of remotely-sourced database access through my use of DabbleDB. The dark side: my experience with my computer vendor’s Gold service plan. Looking back, I can see advantages and disadvantages of using social media and social networking technologies as components in overall customer and technical support situations.