| Discussion Forum: Thread 168293 |
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| | | Author: | Andy_Bell  | | Posted: | Apr 4, 2014 18:08 | | Subject: | Clarify nature of the forum | | Viewed: | 256 times | | Topic: | Suggestions | | Status: | Discarded | |
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| based on comments here:
http://www.bricklink.com/message.asp?ID=804419
In Administrative, admin_alice writes:
| | We have another addition to the CS team to help keep up on the forum. As some
members have noted, it is not possible for us to be on the forum 24/7 and respond
immediately to questions and issues that arise.Amanda will be checking in periodically
throughout the day to keep tabs on trends and concerns. Although she can't
be there all the time either, this will improve our awareness of urgent issues
and improve our responsiveness to questions that arise.
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and here
http://www.bricklink.com/message.asp?ID=804904
In Administrative, cs_amanda writes:
| | Up until now, the Customer Service team has not been focused on monitoring the
forums. That's not to say that they never came in and checked on things/responded
to issues, but that wasn't their primary focus. Honestly, it's just not
typical for Customer Service at most companies to actively monitor forums for
issues or concerns. However, BL is unique and the management team has realized
that there is a need for someone to do this.
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snip
| | my first focus will be on monitoring the forums to address concerns and improve
communication back and forth between BL Members and Management.
I also think some people might be equating Customer Service to Forum Moderators.
If we were just adding a moderator, then it would certainly make the most sense
to use existing members of the forum for this position. However, this job requires
significantly more then that and my extensive Customer Service experience comes
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snip
If BL sees the forum as only a peer-to-peer communication location that should
be made clear.
Or that only posts in suggestions, problem, problem orders, news, help and administrative
will be monitored? Topics monitored by BL staff should be noted on the topics
page.
I think the BL forum is different than that from other game and software company
forums. And should be seen and a public communication tool for the BL team in
the way that other companies use Facebook or Twitter. And they monitor those
feeds very closely.
When a post is started by or participated in my a BL staff member I think some
are under the impression that they read all posts in the thread. Comments by
BL staff indicate otherwise.
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| | | | | Author: | StarBrick | | Posted: | Apr 5, 2014 03:55 | | Subject: | Re: Clarify nature of the forum | | Viewed: | 55 times | | Topic: | Suggestions | |
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| Well made point.
I recently hinted the CS to opening an update tab or something like that so
there is an OFFICIAL 'release/update/news' thread that doesn't fill
up the forum.
I'm PRO!
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| | | | | Author: | Daave | | Posted: | Apr 5, 2014 05:38 | | Subject: | Re: Clarify nature of the forum | | Viewed: | 62 times | | Topic: | Suggestions | |
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| What a load of rubbish
| | In Administrative, cs_amanda writes:
| | Honestly, it's just not typical for Customer Service at most companies to actively monitor forums for issues or concerns.
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| | | | | | | Author: | Miffy. | | Posted: | Apr 5, 2014 07:12 | | Subject: | Re: Clarify nature of the forum | | Viewed: | 51 times | | Topic: | Suggestions | |
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| In Suggestions, Daave writes:
| | What a load of rubbish
| | In Administrative, cs_amanda writes:
| | Honestly, it's just not typical for Customer Service at most companies to actively monitor forums for issues or concerns.
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But companies do sit up straight when they are tagged on Twitter, right? Is there
where we should post our comments then?
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