There will always be exceptions to any rule and GiffGaff seems like quite the exceptional case (They’re even paying customers to do support. This is really cool

There will always be exceptions to any rule and GiffGaff seems like quite the exceptional case (They’re even paying customers to do support. This is really cool). Here’s a checklist for whether your company is an exception to this rule: - Do you have a HUGE customer base? - Do you have a very stable product? - Do your existing customer service channels inflict pain upon all who come in contact? :) So if you’re Comcast or AT&T then sure give it a shot (but I think you’d be better off just fixing #3). This is also why almost all the vendors of this type of technology target large enterprises. For the other 99.999% of businesses on the web and pretty much anyone here on HN I’m confident saying that not only does customer-powered support not work but it’s detrimental to your company’s future.