Companies should hold regular public office hours to hear customer feedback and watch how they solve problems in real time. Recording and publishing these sessions creates a self-service help resource and discourages abusive behavior.
Hold office hours. The core offering of StateChange is, of course, our office hours I do every business day. But I find such huge respect for those companies, those vendors that are out there doing office hours for their products on the daily or weekly or whatever schedule they decide to do, because it allows them to be out there to be meeting with their customers, hearing what they have to say, seeing how those customers are solving their problems, and then what issues that they still have. There is no better learning out there. And then even more important, record them, put them up. That becomes help for those customers and also frankly prevents abuse. So go talk to your customers, do it in public, provide office hours so you can be supporting them in the way that they need to be helped.
