We may think we know about customer support, for instance, but if we don't engage the people who talk with customers every day, we'll likely miss the most obvious solutions.

Case in point: live chat. Most companies focus on it as a tool only for the experienced online user. However, if you ask the customer-service reps who answer the phones, many swear by online chat; it's often easier to direct customers to an online chat than to walk them through a process by phone.

Read the rest at Information Week