People-Powered Customer Service: Brilliant!

When I got a reply from Twitter about a complaint over a Twitter spammer I sent them, I noticed that they sent me a link to a site hosted outside of Twitter, with a reference about a new measure they’d put in place to limit spam activity.

As important as the information was, the platform that it resided in was even more interesting:

Though it still seems to be in its infancy, I found the site fascinating: in a nutshell companies resorting to this platform are resorting to the knowledge of the masses to offer free or close-to-free (since employees of the companies at times reply too) customer service. Brilliant!

This image summarizes what they do: