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Customer service in a web 2.0 world

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draggar

þórr mjǫlnir
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Do companies hire people to just surf the web, search for certain keywords and look for customers - either current ones to help or potential new ones?

In a few instances I've blogged a big complaint about a company and within a week there is a comment claiming to be from the company offering to help. Sure, some of these can be hoaxes or phishing attempts but some I've been able to track the IP back to that company or even verify the email address / who they are in the company.

I'm wondering if this could be tested? Maybe on occasion post a realistic complaint about a company (a real and legit complaint) and see how often these companies reply and if I can verify that it is a legit attempt to help me?
 
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