On 01/13/2011 11:22 PM, Nathan wrote: > On Jan 13, 4:02 am, Olivier Guilyardi <[email protected]> wrote: >> So what about a simple forum? Has yours been helpful Nathan? >> >> Olivier >> > > It has. Most feedback still does come to me in the form of email, > though, so it may not have reached its full potential.
Hmm, then maybe that my idea to replace email support by a feedback app or forum is an utopia.. > It can be organized by topic and by section, but it won't be as rigid > as a ticket based system. > > The forum entries do help me build up some more keyword neighborhoods > to be found in search engines. > > A lot of emails come straight from the Android Market listing. They > are generally short and expect mind reading ability, as if they don't > know its email, not a text message. For that reason, whatever system I > use would have to accept email. I see, an email bridge. But that would short-circuit the filtering step, that is: the feature which shows similar reports to the user. > I've considered something like hesk or h2desk to handle tech support > tickets and build up a knowledge base for troubleshooting. Such solutions seem to rely to someone answering and handling private e-mails. That's quite different from the feedback apps such as GetSatisfaction, etc.. > Personal responses to email has been effective, but I'm acknowledging > that may not always be practical. As I grow, someone else on my staff > may be handling the first tier of support. Yeah, actually, I have to answer quite a lot of emails, but adding entries to the FAQ helps, and the mails work well after all. It lacks the community effect, but maybe that Twitter would be better for this. I'm not sure what to do next. It works now with emails, so maybe there's no real need to fix what works.. -- Olivier -- You received this message because you are subscribed to the Google Groups "Android Discuss" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/android-discuss?hl=en.
