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  Post #31 (permalink)   01-04-2014, 03:58 AM
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If its supplementing your own helpdesk then its ok but if its one vs the other then forum is just off. My opinion is to run both forum for generic issues one might just read through and a helpdesk for more specific client specific issues. Many clients might not love to have their issues addressed in a forum and you must respect that.
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  Post #32 (permalink)   01-05-2014, 12:26 PM
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Forum is not good if your company is small. Unless you have 100k+ clients, your forum will look dead. We provide live support via irc channel, which is so far very good. We built a community there, so they're helping each-other with related issues.
 
 


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  Post #33 (permalink)   01-16-2014, 12:04 PM
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Originally Posted by BeltHosting View Post
Forum is not good if your company is small. Unless you have 100k+ clients, your forum will look dead. We provide live support via irc channel, which is so far very good. We built a community there, so they're helping each-other with related issues.
I agree with this, you're not going to have an active community unless your killing it in numbers. Its not worth having customer issues public.
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  Post #34 (permalink)   01-27-2014, 12:50 PM
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i agree with many up above. clients information should not be made public. I have seen this setup with many "free" web hosting providers. definitely not something I am interested in.
 
 
 


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  Post #35 (permalink)   03-01-2014, 11:14 PM
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A dead forum is definitely a turn off to both prospective and existing clients. Moreover, the time spent managing the forums could be better spent on monitoring existing services or replying to clients' tickets in more detail.
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  Post #36 (permalink)   03-04-2014, 10:16 AM
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The only thing i would point out that the verification will be hard to make on a public forum. Also some support request need private information which will be hard to obtain unless during a private message.
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  Post #37 (permalink)   04-14-2014, 07:26 PM
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Quote:
Originally Posted by handsonhosting View Post
Forums were great back in the day,
Hey forums are still great - check out Hosting Discussion some time

But seriously...

Quote:
Originally Posted by handsonhosting View Post
A dead looking forum is never good,
This. It's hard to get a forum going. Have you ever hung out on your hosting company's web forum (when you were a client)?
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  Post #38 (permalink)   04-24-2014, 09:41 PM
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Forums are still good, however I agree a dead forum is never that good , makes you think twice before purchasing..
 
 
 


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  Post #39 (permalink)   04-27-2014, 10:50 PM
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"ain't no way" I would sign with a host that had forum support if I was paying for the hosting.
 
 
 


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  Post #40 (permalink)   04-29-2014, 06:56 AM
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Unless you have a large client base, then it is not worth it as your forum will be empty and inactive which will reflect a negative image for potential customers.
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  Post #41 (permalink)   05-08-2014, 11:46 AM
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Forums are helpful in providing additional information to clients about products and services as well as any maintenance and potential network issues. Forums also lend a certain level of transparency as to how a company is operating and the level of client satisfaction. Additionally, with social media in play, users want to be able to have as many platforms as possible to to get assistance or ask general questions overall.
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  Post #42 (permalink)   05-08-2014, 12:20 PM
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Quote:
Originally Posted by coloradojaguar View Post
Forums are helpful in providing additional information to clients about products and services as well as any maintenance and potential network issues. Forums also lend a certain level of transparency as to how a company is operating and the level of client satisfaction. Additionally, with social media in play, users want to be able to have as many platforms as possible to to get assistance or ask general questions overall.
Yes for user to user community assistance/advice, but to request specific server/account support requests then these should be done direct with host via ticket/phone/email. a Forum is not the place for a host to provide specific support to clients.
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  Post #43 (permalink)   05-13-2014, 12:25 PM
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Well using form as support is very bad idea, one mistake and you go down.

Ticket/Email is best then life chat/Call
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  Post #44 (permalink)   06-09-2014, 02:36 PM
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We don't use forum as support option because it may disclose private information. We only take support from emails or tickets.
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  Post #45 (permalink)   07-24-2014, 05:19 AM
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Forum is a added advantage for support, but you cannot replace helpdesk support with forum. Through forum you can provide an alert regarding some sort of major issue your are currently facing. Also can update the same forum thread as the common resolutions ,so customers can avoid to raise a ticket. Also note that the issues raised it forum cannot be neglected and it should be resolved in limited time, or else it will cause negative impact on host. If a forum is much active you should highly keep an eye on each post made in forum,since low quality services, downtime all will get reflected in forums, hence your forum itself ruins your business. Note that if you have shift supervisors for your technical support department, you should make them to monitor forum posts and to reply in better manner, hence your forum will be much good for your bussiness.
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