Social media, however, provides potential customers the opportunity to interface with your company on their own accord. Even by simply presenting insider expertise, companies are finding that they can generate increased traffic for their websites and interest in their products and services. Although these venues may not immediately lead to sales, the awareness generated often results in valuable long-term returns.

The economy and reach of social media tools make it possible to improve the experience that users have with companies.  Using web-based support and forums in addition to call centers affords users full-time access to your assistance, while building a repository of knowledge and user-based insight that remains in the webosphere indefinitely.

Intuit’s community features over 100,000 people who help one another with their problems while providing the company with insight into customer needs.