Crowdsourcing is using your “crowd” of users as the “source” to help other users. It allows the number of customer issues you can handle to grow without your needing to incur additional labor costs. By letting users participate in the customer service and support process, it puts them center stage, engages them with your company, and increases loyalty. And by monitoring the crowd, you get new ideas.
Here are some ideas from NapkinLabs on how to use crowdsourcing for customer service and support:
*Brainstorm new opportunities collaboratively with customers, employees, vendors, and partners.
*Get focused feedback on your products, services, promotions, etc.
*Run photo contests with user-generated pictures and videos to use in your marketing materials.
*Post challenges to get new designs for packaging or feature updates.
*Collect “voice-of-the customer” testimonials to help your sales team close business.
Founded in 2010, the industry website, Crowdsourcing.org, is a neutral organization dedicated solely
to crowdsourcing and crowdfunding. As one of the most influential and credible authorities in the crowdsourcing space,
Crowdsourcing.org is recognized worldwide for its intellectual capital, crowdsourcing and crowdfunding
practice expertise and unbiased thought leadership.