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  Post #16 (permalink)   04-27-2013, 02:41 PM
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Quote:
Originally Posted by Artashes View Post
That is why keeping the company forums locked is a good idea. Let only your customers register for an account. That can always be verified by the same email address used when signing up for service.

The things to consider is that when customers leave, what do you do? Do you still permit them to access the forum? Do you delete their account and posts? What if they left because they were unhappy with the service and come back from time to time to discourage others from signing up? What if they post a negative review? How do you deal with it?
when our forum was active what we did with ex clients was yes still allow them forum access, but any posts/comments they made had to be verified by admin/moderator before being published. If their comments were negative and just made to abuse/turn people away from us then they did not get published and if needed we would ban the user
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Old
  Post #17 (permalink)   04-27-2013, 05:10 PM
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Quote:
Originally Posted by easyhostmedia View Post
when our forum was active what we did with ex clients was yes still allow them forum access, but any posts/comments they made had to be verified by admin/moderator before being published. If their comments were negative and just made to abuse/turn people away from us then they did not get published and if needed we would ban the user
Then again deleting or not publishing negative feedback could just enrage them more, go to other forums where you have no control and post then add the point that you delete negative comments on your forum etc...

Which ever way you do it, it can easily back fire .
 
 
 


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  Post #18 (permalink)   04-27-2013, 05:18 PM
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Quote:
Originally Posted by Alex - Arvixe View Post
Then again deleting or not publishing negative feedback could just enrage them more, go to other forums where you have no control and post then add the point that you delete negative comments on your forum etc...

Which ever way you do it, it can easily back fire .
most of the time i think they would post on other forums before posting on your own. You are not going to allow users to post abusive comments or comments that could turn people away from your services on your own forums.
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  Post #19 (permalink)   06-27-2013, 06:32 AM
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I think that using forum for support purposes is justified if you offer some plans that don't come with 24/7 support. In all other cases, I can't imagine a situation where someone would prefer spending time and searching for a solution on a forum (without any guarantee that the solution will be found) instead of just contacting support and getting any questions answered right away.

I don't have much experience with this though. If someone has positive experience with providing support through a forum to paid customers, it would be great to hear your story and your thoughts.

Quote:
Originally Posted by Alex - Arvixe View Post
Our forum is fairly active and works for us. We have a small support section for basic queries which we respond to (though the community can also which is great) though anything which would require a login would be taken to a ticket or other support channel.
I see that your forum is indeed very nice and active. How did you do this? Why do you think your users prefer to go to forum instead of just contacting support through live chat/e-mail/phone? If they just hang out there, why not in social networks where you have your profiles and pages?
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  Post #20 (permalink)   06-27-2013, 07:20 AM
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Quote:
Originally Posted by Irene Rogers View Post
I think that using forum for support purposes is justified if you offer some plans that don't come with 24/7 support. In all other cases, I can't imagine a situation where someone would prefer spending time and searching for a solution on a forum (without any guarantee that the solution will be found) instead of just contacting support and getting any questions answered right away.
Personally, I'll look through a forum or do a google search before contacting support. Its usually faster.
 
 
 


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  Post #21 (permalink)   06-27-2013, 07:48 AM
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Using a forum as support is slow and not 100% effective. As it is said above there is no 100% chance that solution will be found. Ticket system support is currently the best way.
 
 
 


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  Post #22 (permalink)   06-27-2013, 04:50 PM
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Personally i prefer to use a ticket system as well. It seems to be the best and the fastest way to go.
 
 
 


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  Post #23 (permalink)   12-05-2013, 09:25 PM
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It is not ideal for the personal privacy but it is great for the common questions likes pre-sales questions.
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  Post #24 (permalink)   12-06-2013, 02:37 AM
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You should not use anything nowadays but a ticketing system.
Main reason - traceability.
You can always defend yourself when a client is upset and is blaming you for a delay or for some misunderstanding.
 
 
 


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  Post #25 (permalink)   12-10-2013, 01:08 PM
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I'm surprised no one has mentioned SPAM.
Forums attract tons of spam, that would be the main reason to not use it as a support venue.
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  Post #26 (permalink)   12-23-2013, 02:38 AM
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forum is good for discussion on the issue, but for solving the problem, i am still prefer ticket.
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  Post #27 (permalink)   12-24-2013, 12:10 PM
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We used both

A ticket system
A knowledge base

The ticket system also has some common answers and can point to the knowledge base where a customer has omitted to look there first.
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  Post #28 (permalink)   12-25-2013, 08:07 PM
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I think forums can be a great source of information for clients. They also enable clients helping other clients.
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  Post #29 (permalink)   01-01-2014, 09:40 PM
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Using a forum for support where a user is paying for a service isn't a very good idea. If the company has a forum, especially one that lays dormant with a few posts, it also looks bad.

Support should be handled via the service desk. Forums are for discussions.
 
 
 


Old
  Post #30 (permalink)   01-03-2014, 08:35 PM
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having a forum as a support is not a good idea since you are exposing the issues on public as well as customers issues which they might not like.

Forums is good for sharing experience or good ideas.
 
 
 
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