John Moore, our Social CRM guest blogger from earlier this week, is working to gather data on user expectations around support. He's running a short questionnaire on Survey Monkey at the moment. If you have a chance, fill it in, it's six questions, and should take you about a minute to complete. Community is a key part of many support strategies and personally I'd be really interested in how many people are using communities to solve their problems and how the use of email and phone is changing.
When he's gathered the data, I'll make sure we let you know the results.