How Blogs Improve Customer Service AND Product Development
Looking for an example of how blogs can be more than just product releases and company news dump? Here’s an example of the wiki software company, Wetpaint talking about a recent product update, and addressing comments posted by users after the initial release.
Our “out with the old, in with the new” spirit motivated a decision to fold the home page Recent Site Activity module (formerly located in the right-hand column) into the brand-new What’s New site area. While the What’s New dashboard provides approximately 1,726 times the awesome, many among the Wetpaint faithful liked the “at a glance” nature of the Recent Site Activity module.
What did they do about it? They responded, of course, and gave their customers what they wanted. So, in their blog, they performed both a customer service act (responding to their user base) and product development (adjusting feature sets to match user expectations). Pretty slick, eh?
Full story is here.
And I bet YOU have examples of this all over the place, don’t you? Feel free to share.
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Comments
Yes Chris! I believe in ‘blogs improve customer service and product development.’ I am convincing my clients about this in Pune real estate market. But it’s challenge. Of course, reading your posts gives me the motivation to take it. Thanks!
I’ve always felt one of the ways companies can use blogs is as a feedback mechanism for product development and customer service purposes. Glad to see WetPaint thinks so too.
Thanks for the mention! We also use the Wetpaint platform itself as a customer service tool. Wetpaint Central (www.wetpaintcentral.com) is a knowledge base, a support tool, a venue for feedback, and more. Between our blog, Wetpaint Central, and good old fashioned email, we can really keep in touch with our user base.
[…] How Blogs Improve Customer Service AND Product Development | chrisbrogan.com Example of a company using early customer engagement to give their customers what they want. (tags: wiki customers customerservice engagement beta) […]
[…] How Blogs Improve Customer Service AND Product Development | chrisbrogan.com Example of a company using early customer engagement to give their customers what they want. (tags: wiki customers customerservice engagement beta) […]
[…] eingesetzt werden. Ein Beispiel dafür zeigt Chris Brogan in seinem kurzen Artikel “How Blogs Improve Customer Service AND Product Development“: Der Wiki-Softwarehersteller Wetpaint hatte für ein Update der Software seine User um […]
[…] The results have really knocked our socks off. In just over a month there have been hundreds of contributions (ideas, feedback, comments, suggestions) and we’ve already been able to show them that we mean business making a major revision to our latest release, thanks to their immediate hand raising. (see your original post about Wetpaint) […]
Great find, and will look forward to playing with this new tool. Thanks and Ill keep you posted if I decided to setup a wiki.