Web Techniques: User to User
Web Techniques: User to User SupportUser-to-user discussion forums are no substitute for good old fashioned customer service. Companies that encourage the development of these kinds of communities still need customer support staff to answer the phones. And now they also need moderators in the forums. Initially, running forums may actually increase the amount of work you have to do. But the advantages to having a successful user-to-user support forum on your site are clear. You'll wind up with well-informed, better-supported users, and those users will be more loyal than ever.
Permalink | Friday, October 26, 2001
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