What makes Web 2.0 tick? Sample this:
As I've said in previous posts, it's their direct contact with the users that makes 2.0's so much greater than the "old school" way of taking care of users. I know that as their user base increases that won't be so easy for them, but their blogs and forums are another way for users to interact with them and with each other, and help each other along.
Another user wrote:
This kind of touch is exactly what more tech companies should have, regardless of specialty. I understand, yes, busy people can't respond to all their email, but even getting back to someâ€”especially if it's on an external blog and wasn't sent in directlyâ€”is really warm and sends more good vibrations than 100 clones of Brian Wilson in a marching band on a midspring's dusk.
Usually, we have seen companies respond by saying, "We'll get back as soon as possible". At least in the 2.0 days, "As soon as possible" is measured in hours, not days. I'll be damned if I post a query and don't get a reply in a few hours, either in a forum, or a comment in a blog. After all, the user could be working on a presentation at the office a few hours away and requires to embed a chart. It would blow up everything if the application doesn't respond or gets buggy; worse than that, you report the problem at the company's forum or blog and they don't get back soon.
Usually at Zoho forums, we reply queries and work on bug-fixing within hours. However, at times, things to go wrong (as Zoho Writer had log-in problems recently). Worse, it might happen on a weekend or a holiday (as it did), so that it might not possible to receive user feedback immediately. At times like those, we hope the users bear with us. Ofcourse, the solution lies in embracing more stable technology and we soon expect to do the same. Oh yes, unlike "Old-school", it'll be really soon. ;)