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Do they have a competitor whose angle is customer-powered support? I don't know anything about this business, but this sounds like a response to a competitor.

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I think the competitor they're addressing in this case is tossing up a forum and calling that support. A competitor is not always another business.

They are working to create a distinction between their service and a service like GetSatisfaction.

GetSat and UserVoice are seen as competitors (even though they're really not). Also, the submitter is the CEO of UserVoice.

Yes, I am the CEO of UserVoice, I did submit this post and I approve this message. :)

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