Outsourcing Customer Service to Other Customers

Two years ago, when news broke that a 2012 hack of LinkedIn had compromised 117 million users' passwords, instead of the 6.5 million previously reported, the site got a few extra questions. Almost overnight, customer service cases rose 1,300%. It would have taken 15 weeks, LinkedIn Inc says, fo...

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Bibliographic Details
Published in:Bloomberg businessweek (Online) 2018-07, p.24
Main Author: Kharif, Olga
Format: Magazinearticle
Language:English
Subjects:
Artificial intelligence
Computer programs
Customer services
Customers
Hackers
Outsourcing
Security systems
Social networks
Software industry
Online Access:Get full text
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Summary:Two years ago, when news broke that a 2012 hack of LinkedIn had compromised 117 million users' passwords, instead of the 6.5 million previously reported, the site got a few extra questions. Almost overnight, customer service cases rose 1,300%. It would have taken 15 weeks, LinkedIn Inc says, for staffers to address them all. Instead, the company resolved the caseload in about one-third the time by using Directly, software that connects distressed customers with other, more knowledgeable customers. LinkedIn has since made Directly Software Inc's system a permanent feature for many paying customers. We saw this as an alternative to outsourcing, says Andy Yasutake, who heads LinkedIn's customer service IT and operations.
ISSN:0007-7135
2162-657X