Furqan - Thanks for linking over and adding your thoughts to Support 2.0. I think some of the best folks involved in this new approach are the guys @ Get Satisfaction (http://www.getsatisfaction.com).
I think Support 2.0 is key to building customer loyalty. After product purchase, one of the primary drivers that causes a customer to interact with the company again is support. The customer can have a bad "1.0" support experience, or they can have a great Support 2.0 experience - and become more loyal and more passionate.
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I couldn't agree more. I shared a story of my own experience with open support versus closed support when my company moved from an open source platform to a proprietary platform on my blog: http://www.williamhertling.com/2008/04/open-support-versus-closed-support.html
I think Support 2.0 is key to building customer loyalty. After product purchase, one of the primary drivers that causes a customer to interact with the company again is support. The customer can have a bad "1.0" support experience, or they can have a great Support 2.0 experience - and become more loyal and more passionate.