Web 2.0 can be a valuable business tool. I will explain how you can make use of it to help your business. I will give an example where a company make use of Web 2.0 in their customer support.
Typically customer support spend 70% of their time solving customer elementary issues. The interesting thing is that 70% of these customers faced similar problems. Using traditional email and telephones calls may not as effective; it is a one to one mode. FAQ on the website takes time to edit and posted on the web.
The strategy is having a team of "champion" bloggers to run a cluster of blogs. These contributors mission is to answer questions posed by users. Other users can also take part by contributing their answers. The advantage is that users with similar problem can get the solutions from the blogs. Also these champion bloggers can also blog about their experiences.
Companies can rewards these champion bloggers (those not employed by the company) by giving them discounts to use their services or products. The key is to retain these contributors by giving them recognition.
I stumbled a site call www.scienceblogs.com. Most of the contents are contributed by their champion bloggers who are knowledge experts in their own rights. To retain them is to give them the recognition. This give them the elite status, it's part of social behaviour.
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