Ask HN: tools for Customer Feedback
4 comments
Personally, I would say you should host your feedback/support/FAQ on Quora, per my suggestions in this post: http://www.quora.com/Airbnb/How-could-Airbnb-Support-be-impr...
TL;DR:
a) Quora has superior search and multi-layer taxonomy (see Quora Topics)
b) Quora allows others to suggest edits on content -- crowdsourced proofreading and updating!
c) Quora allows users to create content for you -- crowdsourced documentation (coincidently building a hiring pipeline)!
d) Airbnb's mission/business is to help people list and book places to stay, Airbnb's mission/business is not to engineer a great help center or build a collection of all the questions and answers people might ask about Airbnb. Focus on what you're passionate about -- hosting cool places to stay.
e) Quora's mission is to be "a continually improving collection of questions and answers created, edited, and organized by everyone who uses it." [1] In essence, it's Quora's mission to organize exactly this type of information...why not use it for what it's trying to be?
TL;DR:
a) Quora has superior search and multi-layer taxonomy (see Quora Topics)
b) Quora allows others to suggest edits on content -- crowdsourced proofreading and updating!
c) Quora allows users to create content for you -- crowdsourced documentation (coincidently building a hiring pipeline)!
d) Airbnb's mission/business is to help people list and book places to stay, Airbnb's mission/business is not to engineer a great help center or build a collection of all the questions and answers people might ask about Airbnb. Focus on what you're passionate about -- hosting cool places to stay.
e) Quora's mission is to be "a continually improving collection of questions and answers created, edited, and organized by everyone who uses it." [1] In essence, it's Quora's mission to organize exactly this type of information...why not use it for what it's trying to be?
Why not just have a general feedback forum. Don't look at StackExchange as a model example... just have a casual message board, where people will be more likely to comment on each other's feedback.
I'd like to use the best tool for the most important aspect.
Also, I prefer to use a solution built by a specialist and passionate team in that specific are.
The message board is great, probably that's the most important channel for feedback. But there's also email and social. I'd like to integrate them
The message board is great, probably that's the most important channel for feedback. But there's also email and social. I'd like to integrate them
Take a look at http://www.helpjuice.com (founder hangs around HN a lot)
Thanks, Fabian, I really appreciate it
Sounds like you're describing http://getsatisfaction.com/
Following you suggestion, I found http://answers.onstartups.com/questions/329/uservoice-or-get...
Thanks
I'm thinking something between a forum and a bug tracker, with UX like StackExchange