Eliminate Customer Service and Still be Successful

There’s an interesting article in the NY Times about the PlentyOfFish.com and Craigslist sites. The article explains that the sites have little or no customer service functions because they’re either automated (no humans needed) or fellow site users do the work of hand-holding.

I thought I’d share the article since a lot of people recommend spending the time and effort to promote a good customer service experience to your customers. I agree but also find it interesting that these large sites have been able to all but eliminate customer service and still be very successful.