I admire Ruby on Rails applications. Something about the API and the Web 2.0 applications built upon Rails leads to satisfying visual and interaction experiences. Review any of the applications in the 37Signals suit to see these qualities.
Today I read on TechCrunch that ZenDesk, makers of a capable online support portal and help/support desk application, has secured additional funding and picked up a powerful board member, Peter Fenton.
For years, players like RightNow have pushed a quasi-Open-Source support solutions - in their case a PHP underpinning but ultimately their platform is closed and from the old-school of knowledgebase tools and help-desk solutions. Now we see a new breed of support and help-desk software emerge informed by Web 2.0 principles. HelpStream is another player to watch.
I read idea couture's white paper, An Executive Guide to Social Media by Edwin Lee with Scott Friedmann. They summarize clearly why Web 2.0 matters in support:
"social media is not about the technology...not just about the blogs, forums, social networks, etc. It's about how technology enables the 4C's that apply to consumers: connectivity, conversations, co-creation and community. The train has left the station and long gone are the days when companies wielded near absolute control over their messaging. Consumers are holding their own discussions about your brand and re-mixing the messages as they please."
We will inevitably grow tired of Twitter and FaceBook in a years time and move our conversations elsewhere. Supporting technology products may become like immunology for influenza - you adapt quickly and expect change but the basic principles of taking care of customers don't change.
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