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.
