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Should customer service channels be considered communities? Why or why not?
I just stumbled across an older blog post from Rich Millington at FeverBee Consulting titled: Most Brands Want An Online Customer Service Channel, Not A Genuine Community. In his post, Rich ascertains that there's a difference between online customer service and online communities, and that online customer service tools are not communities. Do you agree or disagree with his sentiment? Why?
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Interestingly I was only talking to someone about the Dell model where the online community has grown to become it's own customer service function. Some people respond to thousands of help queries per year without payment. So I think in such examples online customer service functions can evolve in to genuine communities.
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