Amy, Cruise Director at Get Satisfaction explains the crowdsourcing concept as it applies to customer service:
Satisfaction is people-powered customer service for absolutely everything. More specifically, though, it’s a place where communities of customers come together to answer each others questions, share ideas with each other or with an organization, report and solve problems and generally talk about about what matters to them around these products or services.
When the organization or company is involved too it gives them a way to engage with their customers around the issues that matter to their customers most. Satisfaction provides a neutral playing ground where companies and customers can interact to everybody’s benefit.