General > General Technical Chat
Technical Support Through Official Company Public Web Forums..........
thm_w:
User forums for support are great. Almost all of the problems you mention just sound like resource issues, support is not being given enough time or resources to spend answering questions on the forum.
There are also integrations between existing support software and forums, to be able to track posts and assign priorities, support staff, response timelines, etc. But the above sites may not be doing this.
--- Quote from: mendip_discovery on April 15, 2023, 11:24:22 am ---I dislike forums at times as the thread drift can be epic and a 200 page set of replies doesn't bode well for working out if someone actually worked out the problem.
--- End quote ---
Could easily be managed by having a "Solved" thread tag, which some will use.
Smokey:
--- Quote from: thm_w on April 17, 2023, 09:32:42 pm ---User forums for support are great. Almost all of the problems you mention just sound like resource issues, support is not being given enough time or resources to spend answering questions on the forum.
There are also integrations between existing support software and forums, to be able to track posts and assign priorities, support staff, response timelines, etc. But the above sites may not be doing this.
...
--- End quote ---
ok... Give me an example of an official company sponsored tech support forum that you think does a great job?
ataradov:
This is not a fair request. You need to compare to the "private" support. And then forums very well may end up being on par.
It is just all support is not great if you are not a key customer.
thm_w:
--- Quote from: Smokey on April 17, 2023, 09:40:17 pm ---ok... Give me an example of an official company sponsored tech support forum that you think does a great job?
--- End quote ---
I'm saying if you put the same budget and effort into a support forum, vs that going to traditional call-in or email in responses, the first option will be more efficient.
I don't have an example of a company that has actually done that.
If you've worked in support before you'll know that a good percentage of questions have been asked and answered already. But the answers are hidden away in the support ticket system.
Smokey:
--- Quote from: thm_w on April 17, 2023, 09:32:42 pm ---User forums for support are great.
....
--- End quote ---
That was a specific claim. I'm not sure what is so outrageous about asking for an example of a company that has a great user support forum.
As I mentioned, I have worked support. Both for products I had a hand in designing and for other legacy products. If your support system doesn't have a feedback loop back into documentation that updates the documentation with the answers to reoccurring questions, then your support system sucks.
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