The Curse Of Unanswered Questions

A support person told me today:

“We go through the support questions in our inbox first, then if we have time we answer questions in the community”

Isn’t this backward?

An unanswered question in an inbox isn’t ideal, but it’s only doing harm to one person. No one else can see it.

An unanswered question in a community is harming the entire community. It discourages other members from asking questions in the community. It’s a very visible sign about an organisation’s disinterest in its customers.

Worse yet, as unanswered questions accumulate people will stop using the community and send more questions into your inbox instead. You can reduce a lot of the questions in the inbox if you answer them in the community first.

Maybe support staff should answer questions in the community first and then look at their inbox?

Comments Off
©2021 FeverBee Limited, 1314 New Providence Wharf, London, United Kingdom E14 9PJ FEVERBEE

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

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
Community Accelerator (founding members) [monthly] $25.00 now.
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