Public Member Support vs. Private
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?
Humm.. Just want to keep an eye on what others think. I have no opinion one way or the other at this point.
I TRUST you though. There are few out there, ‘anywhere’ who attends to business with such attention to detail as your team on EzineArticles.
BTW.. is it OK for me to thank you for my jacket? OMG! Does writing articles that get lots of views have its extra benefits or what?! Ahh that remarkable ‘attention to detail’ raises its wonderful head again. I look so darn cute in my jacket, if I do say so myself and will send a pic asap.
Thank you!!
Kathy
[Reply]