Bloomberg Businessweek

Outsourcing Customer Service to Other Customers

Samsung, LinkedIn, and Pinterest use Directly’s software to refer questions for a small fee

Two years ago, when news broke that a 2012 hack of LinkedIn had compromised 117 million users’ passwords, instead of the 6.5 million previously reported, the site got a few extra questions. Almost overnight, customer service cases rose 1,300 percent. It would have taken 15 weeks, LinkedIn Inc. says, for staffers to address them all. Instead, the company resolved the caseload in about one-third the time by using Directly, software that connects distressed customers with other, more knowledgeable

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