As easy as it is for information to be taken from the enterprise and shared externally, it should be just as easy (and seamless) to take information externally and share it within the enterprise.
For example, a customer has an issue that needs to be resolved, this issue is crowd-sourced internally to find the best solution instead of just being routed to one person who may or may not have the answer.
- A customer submits a feature request or product idea, typically these ideas never make it past the person speaking with the customer, now these ideas can be shared and discussed internally and viability and feasibility can be quickly assessed and a response sent back to the customer.
- Employees who are more engaged with the company and the work they do are going to provide a better experience to their customers.
Response time improves as does the quality of the response.