HelpScout over forums for customer support

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Written By Brian Krogsgard

1 thought on “HelpScout over forums for customer support”

  1. Interesting. I understand there are many benefits from a company and organizational perspective for moving to a ticket-based system, though I wonder if OptinMonster or others have considered the “other side of support” that being the user perspective. Probably the biggest benefit of a forums-type support system, is having access ready to archives of others’ questions and answers. Even if you couldn’t comment on closed topics, there’s a wealth of information and context there.

    It would be interesting to know if these companies have seen the effects (positive or negative) of closing off that avenue of “self-support”. Creating knowledgebases and FAQs for common questions only gets you so far, and that has to be maintained.

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