March 16, 2008 39 Comments

How Blogs Improve Customer Service AND Product Development

wetpaint blog 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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  • http://noodleheadstudios.com Jason

    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.

  • http://noodleheadstudios.com Jason

    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.

  • http://pune-cycle-2-work.blogspot.com/ ravi karandeekar

    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!

  • http://pune-cycle-2-work.blogspot.com/ ravi karandeekar

    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!

  • http://www.conversationalmediamarketing.com Paul Chaney

    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.

  • http://www.conversationalmediamarketing.com Paul Chaney

    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.

  • http://www.wetpaintcentral.com Jeremy Clemans

    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.

  • http://www.wetpaintcentral.com Jeremy Clemans

    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.

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  • http://www.iammikesmith.com Mike Smith

    If your company targets anyone who could possibly be online, you should be using any possible method to connect with them and become “real” instead of a robot that they can’t seem to get close to. Friendly, open and honest chatter from your company can be the deciding factor when a potential client is making the decision to hire you or not.

    Great post Chris

  • http://www.iammikesmith.com Mike Smith

    If your company targets anyone who could possibly be online, you should be using any possible method to connect with them and become “real” instead of a robot that they can’t seem to get close to. Friendly, open and honest chatter from your company can be the deciding factor when a potential client is making the decision to hire you or not.

    Great post Chris

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  • RJAY

    Thinking about how to improve customer service? This white paper has some great ideas and stats. http://snurl.com/customerwhitepaper

  • RJAY

    Thinking about how to improve customer service? This white paper has some great ideas and stats. http://snurl.com/customerwhitepaper

  • jeanette

    Very cool FREE newsletter that a friend signed me up for called “Synergy” by a new company called Mantra Hospitality. Haven’t had a chance to read it so far, but have heard good things from colleagues. The company claims to be all about synergy. http://www.MantraHospitality.com

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://www.savetubevideo.com youtube downloader

    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?

  • http://pulse.yahoo.com/_WMDZEXPZXAVU5W7UBC6XQATN6Y Anonymous

     Great Post thanks for sharing this informatics post