Using Peer‐to‐Peer Support in Your Service Strategy

This chapter provides an introduction to peer‐to‐peer support communities used in a service strategy. The peer‐to‐peer vendor community provides a wide range of pre‐integrated options. This has updated the value and relevance of their core platforms and made them fit for the kind of socially orientated, distributed functionality now common in modern software design. Peer‐to‐peer platforms offer easy integration with leading CRM providers. This means an organization can leverage what it already know about a customer and extend that insight by merging their community activity back into the CRM database. One of the great assets that a support community generates is its knowledge. So it is well worth considering how to make best use of it. For a start it is typically generated more rapidly and is more valued by users than the internally scripted and vetted knowledge.