I started to put aside some time in the next 5 weeks to research what other forums are doing in the realm of support. The goal here would be to explore the current existing support experiences in forums that are providing similar volunteer support, as well as similar products. There was a light focus on mobile and services provided. It reminded me of a few good and bad support experiences I have had in forums.
The first was in stackoverflow, where I had looked for a question that I could answer, but ended up having to go through a series of steps of using the tools before I could participate; i.e. in order order to ask a question i had to participate in order to earn the ability to ask a question. With a small amount of time, I ended up not. As a user of that forum, I have found many answers, but have not been inclined to ask.
The second where I had a good experience was recently when opening up a thread in the adobe community to find out when there was going to be an update, now after two updates the response from their support was amazing. However they responded faster to the tweet than the community post. And they were minimalistic in response.
Both of those forums had many subjects or products and are open to anyone that signs up for an account with an email address.
Since another mobile platform is coming to the list of supported products and more services are coming to be added to this forum I thought it might be nice to share experiences from across the lawn and in other forums. What platforms would you recommend looking at and what kind of support experiences have you had?
Also any tools that might be interesting I would love to hear about, including how people search for articles, if they look at articles at all and how they store their new and recent knowledge.
I started to put aside some time in the next 5 weeks to research what other forums are doing in the realm of support. The goal here would be to explore the current existing support experiences in forums that are providing similar volunteer support, as well as similar products. There was a light focus on mobile and services provided. It reminded me of a few good and bad support experiences I have had in forums.
The first was in stackoverflow, where I had looked for a question that I could answer, but ended up having to go through a series of steps of using the tools before I could participate; i.e. in order order to ask a question i had to participate in order to earn the ability to ask a question. With a small amount of time, I ended up not. As a user of that forum, I have found many answers, but have not been inclined to ask.
The second where I had a good experience was recently when opening up a thread in the adobe community to find out when there was going to be an update, now after two updates the response from their support was amazing. However they responded faster to the tweet than the community post. And they were minimalistic in response.
Both of those forums had many subjects or products and are open to anyone that signs up for an account with an email address.
Since another mobile platform is coming to the list of supported products and more services are coming to be added to this forum I thought it might be nice to share experiences from across the lawn and in other forums. What platforms would you recommend looking at and what kind of support experiences have you had?
Also any tools that might be interesting I would love to hear about, including how people search for articles, if they look at articles at all and how they store their new and recent knowledge.