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The Tech Support of the Crowds

Posted by ryuzaki0 on from the better-than-that-scuzzy-guy-you-knew-in-college dept.

professorhojo writes "News.com reports on an innovative new use for instant messaging, meant to connect up strangers who need tech support with experts in their field. From the article: 'In my experience, the best technical support on any product will come from somebody who actually uses and likes the product, not a paid support rep following a script ... If you can't wait for a response in a message board, you can try a new service, Qunu, which is trying to replicate the message board community spirit, but in real time. [It] connects you via instant message to an expert on the topic you need help with. We already know that crowds are wise. They're altruistic and they love to talk, too. Qunu harnesses that.'"

1 of 99 comments (clear)

  1. Re:The world is a better place but what about.. by qunu2 · · Score: 5, Informative

    Hi Olivier,

    1) remember that Qunu is still 'alpha', so there are lots of 'things' that haven't been addressed, the persistence of chats being one of them.

    2) Qunu isn't for everyone, that's for sure, but for those _require_ an instant answer. If you don't mind waiting for hours, forums and emails are fine, but if you need a reply right now, they aren't.

    3) It may not be obvious, but Qunu isn't just for tech support. For various reasons we've chosen to start there, but that's about it.

    4) Experts are on Qunu simply because they want to provide instant help to others. Other than forums, the requests come to you, and with your presence you decide exactly when you are available. This will be fine-tuned as we go along.

    5) We're aware of the French 'translation', which I personally find rather hilarious! I guess unless you have a really obscure name, there's always a chance that it sounds funny in some language. We're happy to live with the 'bare ass' for now - it's up for each one to decide if they're the one wanting to be spanked or doing the spanking. Most will probably just watch - in true French tradition ;-)

    6) "... how this would appeal to anybody else than the ones seeking help." Well, that you have to ask the over 1300 experts that are already signed up. Over 6000 help sessions donated in what clearly is an alpha test period speaks for itself. It may be worth remembering that we've put time and money into a concept that we're testing in IT at the moment. It may fail there - although I doubt it will - but IT isn't the world. And that's what we're after, so stay tuned and perhaps enjoy the ride with us. It's been great so far!

    7) Qunu is free for now, and it always will be, but this doesn't mean that soon Experts won't be able to bid for 'business' that cannot be done in a quick chat. Take that outside tech support and your eyes may open up REALLY wide. ;)