Web 2.0 and Support 2.0, especially in the SaaS / Webware ecosystem are all about the power of community, an opportunity for Viral Marketing / Word of Mouth advertising. But it works both ways: companies that fail to deliver quality customer support will find their communities talking about exit strategies and going to the competition.
SaaS enthusiasts claim that support necessarily must be better in the SaaS world because the customer could switch vendors at any time. But where's the proof of that superiority in support quality? Failing to properly set customer expectations can be costly, but there's a huge competitive advantage waiting for the SaaS vendor who can prove their right to the crown of quality customer support.