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  Post #46 (permalink)   08-01-2014, 04:07 PM
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Id' have to look back at it, but HTTPME.com used to only offer support via forums and they did very, very well. They had a very interesting model... Since that time they've sold and Rob (owner) has sold and moved onto other ventures, but I thought it was very novel.

At that time they were really the only ones trying to do what they were doing with a forum only (i.e. they didn't have a special landing page or any product pages that weren't a part of vBulletin). It would be interesting to pick Rob's brain and see what his feelings were about that model of support.

It has worked and it worked successfully. It's probably worth noting that, at that time, he was only offering CPanel reseller accounts and I think VPS at a later time. Maybe forum-only isn't appropriate for every line of business? I don't know.
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  Post #47 (permalink)   08-01-2014, 06:43 PM
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Quote:
Originally Posted by wh-coach View Post
Id' have to look back at it, but HTTPME.com used to only offer support via forums and they did very, very well. They had a very interesting model... Since that time they've sold and Rob (owner) has sold and moved onto other ventures, but I thought it was very novel.

At that time they were really the only ones trying to do what they were doing with a forum only (i.e. they didn't have a special landing page or any product pages that weren't a part of vBulletin). It would be interesting to pick Rob's brain and see what his feelings were about that model of support.

It has worked and it worked successfully. It's probably worth noting that, at that time, he was only offering CPanel reseller accounts and I think VPS at a later time. Maybe forum-only isn't appropriate for every line of business? I don't know.
Offering support only via forums doesn't really sound like a good move to me regardless of how well it worked out for a specific company. I can imagine the extra added headaches in terms of verification, privacy etc

Either way, they now do have a helpdesk so I guess they agree with my statement somewhat.
 
 
 


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  Post #48 (permalink)   08-01-2014, 11:00 PM
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Changed ownership. I don't know if they agree or not.
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  Post #49 (permalink)   08-03-2014, 06:22 PM
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My website <snipped>, has a live support and will have a forum, my idea and goal for the forum is that I want clients to suggest what I can make hosting a better place and satisfy the customers also they can communicate with other customers.
 
 
 


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  Post #50 (permalink)   08-03-2014, 07:56 PM
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My website <snipped>, has a live support and will have a forum, my idea and goal for the forum is that I want clients to suggest what I can make hosting a better place and satisfy the customers also they can communicate with other customers.
As you're just starting out I'd recommend against the forum. Very few clients will use it if any and an empty forum can be damaging.
 
 
 


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  Post #51 (permalink)   02-16-2015, 05:25 PM
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Forum is a good platform to interact with your clients and to receive more visitors by posting technical solutions but it is not a good portal for providing support. Ticket system is the best option as everything is documented for your and customer's record.
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  Post #52 (permalink)   04-27-2015, 06:16 AM
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We have our own forum, but for now it`s not justify our hopes.
 
 
 


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  Post #53 (permalink)   05-20-2015, 09:18 AM
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Using a forum as a support channel is a nice addon to your company, but it requires a lot of hard work to keep going.

Like many others have said, a dead forum is bad publicity for your company. On the other hand, a working, active forum is one of the best ways to make a company "famous" along its customers and even potential customers.

So it goes both ways. If you decide to keep it, make it look active. Post offers or giveaways so that your customers comes back, even if they don't have a problem.

Also make sure that the forum is NOT a replacement for your helpdesk/ticket system. Only a place to get general help from people who also like what they are doing, being a customer of you
+1. A forum takes more of the time than answering support tickets. It also aids others and reduce the load on the regular support staff.

The downside is spam and moderation. It requires regular monitoring.
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  Post #54 (permalink)   06-12-2015, 09:06 AM
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We believe that a good up to date knowledge base and a live chat/ticket system is better than a forum.

A forum is open to abuse unless you lock it down, at which point it becomes a knowledge base anway,
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  Post #55 (permalink)   08-10-2015, 04:29 PM
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We have had forums in the past however these didn't take off and very hard to police. Open to a lot of abuse too.
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  Post #56 (permalink)   08-10-2015, 07:23 PM
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If you can not have large traffic for your forum,maybe sns suits for you
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  Post #57 (permalink)   11-21-2015, 12:11 PM
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We have had forums in the past however these didn't take off and very hard to police. Open to a lot of abuse too.
The same with us, it didn't work out well because of abuse. If you have a well maintained Knowledge Base on your site it works out much better. Keep track of the questions you get thru your support tickets and post your answers in your knowledge base. This also has the effect of cutting down on your support requests.
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  Post #58 (permalink)   02-02-2016, 06:27 AM
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Forum is good when you have a very active one and you really take it as a feedback to improve your services and products...but if you will only have it to each client support the other, thats not a good thing nor a guarantee that a client knowledge or solutions is the correct one....for me sounds like simply try to drop the ball instead to give the client desired support...over ticket is the best, you have time to check the problem and give it a just to the point fix/solution.
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  Post #59 (permalink)   02-02-2016, 11:41 AM
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If the forum is dead as you say I would invest more time in developing an all encompassing Knowledgebase
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  Post #60 (permalink)   03-07-2016, 11:29 AM
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Forums not a good idea anymore, but if you really want to do something like client2client support, you can even go for a IRC Channel with a web client on your website
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