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Community-driven support offers benefits beyond cost savings, for one, it allows users to get faster responses. Your email probably can't provide answers every
by TravisLS 16y ago
Community-driven support offers benefits beyond cost savings, for one, it allows users to get faster responses. Your email probably can't provide answers every hour, but a vibrant support community will.
Additionally, it gives you a way to show publicly how friendly and responsive you are (assuming you participate in the community), which can impact your signups.
We always offer both, a public support option, community, or Facebook page, and an obvious private email link. Most users seem very happy with that level of interaction.
- Silhouette 16y ago> Your email probably can't provide answers every hour, but a vibrant support community will. Perhaps, but if you have a service aimed at a relatively small number of high-value customers rather than trying to reach millions each paying peanuts, how likely is it that you will be able to develop such a support community?
- sruffell 16y agoI agree that the public / private option makes sense to me. However, regarding that the public option "...gives you a way to show publicly how friendly and responsive you are...", it also sometimes forces you to deal with people (competitors?) who want to use your forum to argue why your product may be lacking. There is also the occasional person who is upset that you or someone else hasn't taken up their issue that they mailed to the public list.