Crowding Out Tech Support

This week, there’s been a lot of discussion in the blogosphere and popular press about “crowdsourcing” — empowering crowds of amateurs to do tasks previously filled by professionals. (See Jeff Howe’s Wired story.) The next trendy opportunity for startups to offload parts of themselves onto the market. Tech Support (aka Customer Support) is on many executives’ lists of outsource-able functions.  I’ve been talking with Tech Support teams at several startups, however, and see real value in a dedicated team that helps customers love you.  Here’s my contrarian view on getting more out of support teams.

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