What do you think are the advantage and disadvantages of having a forum on your hosting website?
Considering the advantages and disadvantages, do you think its best to have, or not to have, a forum on a hosts site?
I think the advantages are that it can greatly help cut down on support tickets, customers can help each other if you have a strong community and they can search past posts from other members which may help them finding the answer, meaning they donít have to contact support.
This can also mean they get the answers they need quicker than if they were contacting your support, considering it would at most, take a few minutes to find something by searching on a forum.
Having a community reflects well on your company, if you interact with your customers (I think) people are more likely to go with you over a host that doesnít have an active community based forum.
The disadvantages are that if someone is not happy with your service, everyone, including someone that could be a prospective client, will see a post about this, making them think twice about hosting with your company.
Other disadvantages are that you have to moderate forums quite a lot, meaning you might have to have others on the forum to help you moderate the members.
If your support takes a while to reply to an urgent issue, everyone will be able to see this, although you could get around it by stating not to use the forum for urgent matters.
These are just a very few of my thoughts on the subject, it is something I have thought about a lot about in the past, and still am.
Hoping some others will have some informative, detailed and opinionated comments to add