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On Christmas 2006, tens of thousands of people found Linksys routers under their Christmas trees. Thousands called Linksys. Normally, this wouldn’t have caused a problem. But an earthquake had struck in Asia the night before, severing the phone lines that connect 80 percent of Linksys’ support representatives in places like the Philippines to people in North America.
Linksys dodged a bullet that day. Its on-hold system automatically reminds people to check the support forum. Christmas day saw registration, search, and posts in the support site all surging. People got the answers they needed. And amazingly, customer complaints didn’t spike. For Linksys, the groundswell saved Christmas.
”Groundswell (Charlene Li and Josh Bernoff)
(I lol’d.)
