Here @ GearHost we're thinking about the possibility to launch a custom forums application (yet another part of iControl). Just wanted to get some feedback from people here to see if you do use them and if you do what are the good and bad points about going with a forum type of support system as well as other types.

Right now we offer to support types:
o phone (toll-free)
o custom ticket system

Good points about forums:
o allow active user to help in support tickets (odly as it sounds)
o additional communication

Bad points about forums:
o moderated
o more resources on techs
o additional breakup in communication

These are just the listed ones I thought of right here ... any more?

I think it is a good idea to incorporate forums for your customers. However, do it like Site5 does. Their's is setup with a Rules section that simply states there is no support requests to be made using the forums. That is why they have specific support methods. The old way they did it, people would e-mail support the right way, then logon to the forum and try seeing if they can catch an admin on there to help them out. It made double work. If you mentioned that support requests via the forum will not be responded to, that should help.

I think forums would be a great benefit for you all -- the community could jump in and help users in addition to the support you already offer.

best,
dig

Yes forums are a nice thing to have, though the difficulty seems to be in getting your clients to use them ;)


On a side note (to Ryan), did you recieve my email? (Checking since there was no reply)

Hello ryank.

Fora are good ways to provide alternative support. When you reply to a question everybody gets to see it and also some knowlegeable members of a forum can answer a question even if you are not around.

It is also a good source for you to build up your FAQ page.
Jot down the questions often asked in the forum and create that FAQ page!

Just a few important things that you should remember: Do not delete comments/suggestions even though they are harsh or derogatory. Stay cool in answering and be tactful about it. Customers will appreciate you answering the questions in an assertive manner.

*** Even if you have the forum, you should do excellent support more on emails. ***

EDIT: Install also something like phplivesupport.

I hope that helps. :)

Hi, we could supply you with X number of moderators at a fixed monthly cost. They all have technical and customer care training.

Richard
richard@aventure-media.co.uk