Sramana: So, it’s the usual adoption cycle. I think we’re still at that early adopter phase of these technologies.
Markos: Yes, definitely. People get concerned. They say, “Wait a minute. We don’t want the business being disturbed by all these things.” So, they don’t have to be disturbed, but it’s a case of you need to think about how you implement it. You need to think about under what circumstances do crowd sourced communities work? For what types of requests, what types of support? It’s not for everything, but it’s for some things. People need to take a step back and think about how it would work in their environments.
Sramana: Yes. That’s an interesting point because when you’re doing crowd sourced support in an environment where a business uses customers in the crowd sourced support mode, they don’t really care. They let whichever customer that wants to do it, do it. But in the case of crowd sourced support in an IT business, the business has some decisions and policy calls to make, like how much time do they want business people to spend supporting IT issues?
Markos: Exactly. That becomes a question for what types of issues do you want to be able to be crowd sourced? And which people do you want to allow access to contribute to crowd sourcing? Also, when you’re rolling out any kind of new service like that, what’s the training and education and awareness program that you have around it? You want to get it right from the beginning. There’s more to consider, you’re right.
Sramana: OK. Is there anything else that you’d like to discuss?
Markos: The only other thing that I’d like to talk about is we do integrate with the other social media portals, like Chatter on Salesforce.com, SharePoint, Yammer, Jive and things of that sort. This is more for IT PR. So, if you want to market it, market the services of IT, and you want to communicate things to the business, we have the ability within the system to publish to those social media portals automatically with messages, notifications, updates and things like that.
Sramana: OK. Very good. Thank you for talking to me.
Markos: Thank you. Nice to meet you.