The video below is from the recent "Customer Service is the New Marketing Summit." Heather Champ (Flickr), Ross Mayfield(Rackspace), Pretap Prenumalli (Google) and Frederick Mendler (Rackspace) discuss scaling customer support. These companies use ticket systems to manage customer support -- like we do in many departments at UW -- and they also use the power of "community."



I originally found this video on Brian Oberkirch's blog. If you are interested learning more about customer service, social networking, social media, and new marketing, I encourage you to check out "Like it Matters".