Search, Support Centers, And Community Edge Cases

February 9, 2021 ,,Comments Off on Search, Support Centers, And Community Edge Cases

If I visit the Bose support center and ask a question in search, this is the resulting page:

Not one of the 530,000+ posts in the community will ever show up in the answers here.

The incredible collective wisdom of the community is wasted because the support center doesn’t use a federated search tool. Worse yet, the option on the right doesn’t invite people to ask the community but instead contact support.

Two things here…

First, the amazing thing about a community is that over time it covers so many edge cases which can’t be covered in the relatively small number of articles on the support center.

I don’t know how many articles Bose has created to support its products but I’m going to wager it’s less than the half a million posts the community has created.

Every different way a member might describe or solve a problem has been covered in the community. Being able to search for everything in one place is a win for everyone. Prioritise help center articles if you like, but don’t ignore the community content.

Second, if people can’t find the answer in the help center, they probably have an edge case that should be added to the community. The side button shouldn’t be to contact support, but to ask in the community. Questions that are unanswered thereafter [xyz] hours can be escalated to support anyway.

Comments Off
©2023 FeverBee Limited, Apartment 2410, 251 Southwark Bridge Road, London SE1 6FN England FEVERBEE
GO TO THE CUTTING EDGE OF COMMUNITY BUILDING

We’d like you to join us.

We’re a group of community professionals who push each other to the cutting edge of our work. Every day we share our experiences, highlight new expertise, and push one another to become the best community builders we can be.

The day you join, you’ll get access to 1000+ practical tips, dozens of resources, and unlimited access to the top experts in our space. You’ll also get to see how we go about building a community amongst our own audience.

It takes just 30 seconds and doesn’t cost a thing.

CLICK HERE AND JOIN FEVERBEE
Please Select Membership Level to access more posts.

Level Price  
ALL COURSES $750.00 per Month.
Select
Community Development Program $1,100.00 per Month.
Select
Director of Community $8,770.00 per Month.
Select
Free Trial - Accelerator Program Free.
Select
Community Accelerator (founding members) [annually] $250.00 per Year.
Select
Community Accelerator and FeverBee Intelligence [monthly] $45.00 per Month.
Select
Community Accelerator and FeverBee Intelligence [annually] $450.00 per Year.
Select
Full Community Upgrade (Large Enterprise Only) [monthly] $750.00 per Month.
Select
Full Community Upgrade (Large Enterprise Only) [annually] $7,600.00 per Year.
Select