The study looked at how people use social media for customer service in the age of Web 2.0. They surveyed everyday consumers who interact with companies online. The survey was designed to prevent biased results, and each person could only take it once. The researchers defined Web 2.0 and Customer Service 2.0 and discussed how digital technology is changing customer expectations. Customers now expect fast, helpful responses and top-notch digital service from companies. This means companies need to focus on both communication and customer service to meet these expectations.