The thing about crowdsourcing in tech support is that the crowd is the one that's experienced the problem, and is practiced in using the solution. The thing tha

The thing about crowdsourcing in tech support is that the crowd is the one that's experienced the problem, and is practiced in using the solution. The thing that Brad Smith does not understand is that the technical support staff from Intuit play a different role in the ecosystem around his product than user experts; and removing the in-house tech staff would likely drive away the user experts. I don't think the 'crowd' is going to wake up and start charging for things they currently do for free because the most effective forms of crowdsourcing depend on small individual contributions being given collective effectiveness by the context.