Right now, 100% of member support is handled privately. It is the right way to do it as this protects the privacy of our members and allows members & users to ask us questions without fear of the public finding out that they asked or reported an issue.
However, that level of privacy and intimate 1:1 support has a price: Slow response for members + Increased labor load for us.
As of this morning, we’re 921 member and user email support tickets behind….and that number is climbing daily despite us throwing more labor at getting answers to member and user questions. We’re 5-6 days behind in responding to emails vs. our target of next business day response for all queries.
Idea: I wanted to float a concept that I’ve seen catching on in other venues for member/user support that might help us and our members help each other faster:
What if we offered a public version of member support that we’d make searchable so that over time, it would become a super FAQ?
Upsides/Downsides? Your thoughts?