Thank you all for participating in the discussion about community driven customer service!
We will definitely try it out. As you can see most of you voted that we should go for it!
Here is the link to previous discussion.
Now, to try it out we need to have little community brainstorming session here
Key to succeeding in the implementation of community support is to work in little iterations. And if we cant get it to work we either improve or abandon the idea altogether.
###So here’s how we will implement community driven support:
- We brainstorm ideas in this thread
- We present our core idea and implement it
- See how it works.
- Brainstorm more on how to improve, review and improve,
It is important to implement community service in small iterations to see if the idea works as we can spend 2 month designing custom solution to only find out that we need something completely different:)
###Lets get our hands dirty and get down to business!
In this thread it is important to get conversation started. The main goal of this thread is:
- Have enough ideas to come up with basic structure
- Brainstorm on more specific problems.
Please don’t side track here to get the max out of this discussion
firstly find below summarized previous discussion as some great ideas have been already created there:
###1. Purpose of community driven support:**
- Resolve end user problems fast and effectively helping eve team to tackle common problems
- Give users humane support
###2. Main challenges of community driven support (based on previous discussion):
- Having the information factual, correct, accurate and up-to-date.
- Making sure that when customer base grows users don’t spam main forum section and create duplicate threads.
- making sure that support tickets are not part of the core community and don’t ruin current vibe. Making sure that having all customers in community would not lead to trolls and compromised voting results for future products.
- making sure we don’t end up as OnePlus community full of trolls and angry customers
3. Main ideas created so far to address the challenges above (To be filled after we brainstorm) :
Now to make sure we have a real brainstorming session I have not listed any particular ideas as locked to make sure we don’t get fixated on certain idea
##How should you proceed?
Let’s keep this thread relaxed and try to come up with many ideas as possible. After we have enough ideas we will draft up some more concrete structure. Below you can find ideas that were mentioned during previous discussion (make sure to add your idea if I did not add it)
Try to find solutions to the challenges above as well as brainstorm on the following topics:
If you are not sure what to start with below are some ideas:(help me brainstorm more things here too ):
Community support structure
Do we start a separate section in community? Will support tickets appear as latest or not? If not how will members see them?
Rewards for users who help the most
How most active guys get rewarded for their help
Ideas related to FAQ
Chat solution (Telegram, what’s App, etc)
What’s the best way to get answer from the team quick? Do we even need chat solution?
Resolving more private problems
In private messages or in chat, etc?
We will add more stuff tomorrow!
Below are key ideas from previous discussion: (need some formatting i have for now copy pasted them)
Thread creating page idea:
- slader.com live q&a as an example
- FAQ suggests if question was asked before
- The people who are searching for help must identify very clearly who is from eve-tech and who is “only” a community-member.
- Eve credits to reward
- Perhaps a separate “helpdesk” category (with sub-categories) that only approved users can reply to threads? (but anyone can create) Is that even possible?
- support category
- The community is growing fast now, there are daily new threads and to prevent a flood of them a support section should be put next to the community in a subsection not visible at a first glance.
- Force the user to categorize his question before to post it in order to get a quicker answer.
- Give every supporter a trust level which should not be confused with the trust level gained in the community through likes and threads read.
- What about showing the mother tongue language next to the name of each supporter?
- FAQ is separate thing
- auto response to support email sayng new community system is implemented and tested