IBM Uses Podcasts to ShortCut the Customer Service Process
IBM's recently released ShortCuts is an innovative example on integrating podcasting into customer service -- with a spin. ShortCuts is a weekly broadcast wherein IBM experts answer questions sent in by end users.
The format reminds me of the famous line I'm listening in the 1990s comedy, Frasier.
I wonder if the "I'm listening" line was the genesis of the "ShortCuts" logo
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If listening to a podcast isn't your thing, a .pdf transcript can also be downloaded.
I really like this format. It talks to the user in a manner that is not intimidating or markety. As one user comments:
I am a neophyte computer use and am really glad to see the forum you are presenting. At first, it looked like it was geared to more experienced users, but I am finding the blogs to be helpful. The information is motivating me to become more educated.
You go... IBM!
See CNET's related article.