4 ms·

If the company is serious enough about competing with Quickbooks and solving a real customer problem, Discord is not going to cut it.

guax 3y ago
I'm curious. Is this a criticism of their support. Real time chat in general or just specifically discord?
- callmeal 3y ago
  Real time chat in general and discord in particular. Discord cannot be self-hosted, so any support message history will be completely reliant on the goodwill of discord. Another problem with using a chat channel for support (slack has the same problem) is searching for things you know are there but are impossible to find again.
  - icemelt8 3y ago
    so you want them to roll-out a discord like platform themselves?
    - rco8786 3y ago
      And an ISP to host it on. As we know, if you don't self-host your ISP then you're beholden to the goodwill of a large corporation who could shut you down at any time.
      - icemelt8 3y ago
        what about the deep sea cables that run the internet, those can still be blocked by governments right?
    - callmeal 3y ago
      No, I want knowledge-base style documentation and faqs. Something slightly better than this single question: https://docs.bigcapital.ly/docs/faq https://docs.bigcapital.ly/docs/faq
      - guax 3y ago
        I see these as complimentary, knowledge base for search and self support. Email for well documented transactions or low priority questions. Slack/Discord to avoid making phone calls when looking for real people responses quickly. Phone for emergencies.
moduspol 3y ago
Presumably this would follow the pattern other big open source projects take, where other companies (who are experts on the software) host and/or support the software for a cost.
jrm4 3y ago
Seems like a brilliant way to choose your customers, actually. A great way to avoid Pareto rule type problems that suck away too much time. I could easily imagine that e.g. 200 "smart customers who need very little help" could be more profitable than 1000 who do, after a time v. money calculation.
- balaselvam 3y ago
  Makes me think who's the customer here. Is this the engg team that's going to host it or the finance team who's the primary user of the product. If the final user is finance, should the support be targeted towards them?

guax 3y ago

I'm curious. Is this a criticism of their support. Real time chat in general or just specifically discord?

callmeal 3y ago
Real time chat in general and discord in particular. Discord cannot be self-hosted, so any support message history will be completely reliant on the goodwill of discord. Another problem with using a chat channel for support (slack has the same problem) is searching for things you know are there but are impossible to find again.
- icemelt8 3y ago
  so you want them to roll-out a discord like platform themselves?
  - rco8786 3y ago
    And an ISP to host it on. As we know, if you don't self-host your ISP then you're beholden to the goodwill of a large corporation who could shut you down at any time.
    - icemelt8 3y ago
      what about the deep sea cables that run the internet, those can still be blocked by governments right?
  - callmeal 3y ago
    No, I want knowledge-base style documentation and faqs. Something slightly better than this single question: https://docs.bigcapital.ly/docs/faq https://docs.bigcapital.ly/docs/faq
    - guax 3y ago
      I see these as complimentary, knowledge base for search and self support. Email for well documented transactions or low priority questions. Slack/Discord to avoid making phone calls when looking for real people responses quickly. Phone for emergencies.

moduspol 3y ago

Presumably this would follow the pattern other big open source projects take, where other companies (who are experts on the software) host and/or support the software for a cost.

jrm4 3y ago

Seems like a brilliant way to choose your customers, actually. A great way to avoid Pareto rule type problems that suck away too much time. I could easily imagine that e.g. 200 "smart customers who need very little help" could be more profitable than 1000 who do, after a time v. money calculation.

balaselvam 3y ago
Makes me think who's the customer here. Is this the engg team that's going to host it or the finance team who's the primary user of the product. If the final user is finance, should the support be targeted towards them?