An idea that I really like is the idea of a customer service wiki.
My question is, will customers really contribute to a support wiki? Is it just a glorified “knowledge base”? Will it only work for Web 2.0 type of sites? What would happen if ebay put up a support wiki? Would all hell break loose?
Regardless, I think this is a good example of how new technolgies and ways of communicating on the web are changing the way people interact with companies and do business. Bravo Riya.