This morning, I came across Brian White’s blog post praising Best Buy for their efforts to connect their customers with a Geek Squad branded http://fixya.com site. It is a model built upon the backs of thousands of technical support evangelists operating under web 2.0 do-goodisms and according to fixya.com since 2006, their site has grown to over 700,000 pages.
While I find it quite interesting, I just don’t get it. What motivates these do-gooder techs to spend their evenings and weekends helping strangers?
Now, while I get why individuals in a smaller community forum will help out people they regularly associate with even if only in a virtual community, fixya.com seems to operate on such a large scale that a quick visit on their site gives me little sense of community.
This forces me to think through my own situation. While I’m willing to take a call from Grandma Myrna to walk her through how to connect to the internet, I am not willing to spend that same time for a complete stranger. Maybe when the kids are grown and out of the home, I’ll have more time but give me 20 years to think about that one.
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Interestingly, Brian talks about Best Buy’s motivation here “to provide its customers with an additional way to receive support as fast and efficiently as possible before handing in-depth issues directly to a Geek Squad representative.”
Okay, so I think I’m finally reading between the lines. This is Best Buy’s cost-efficient way to sluff off the tech support hassles to a web 2.0 community while rerouting the money makers to their Geek Squad techs.
That has got to be the case . . .
