See http://trackydacks.com/london for a written version. Customer service teams are very often treated like the web application janitors. We send them in to clean up the messes other people have made, to tidy things up and get our customers back on track. And that's an important job that absolutely needs to be done. But making them janitors and no more is a huge waste of potential because they can also deliver amazing customer insights for your product and marketing teams.