How companies use community forums to helps users find answers to questions
Updated: Feb 24
How companies use community forums to helps users find answers to questions that do not appear on their FAQ pages
Companies use community forums as a supplement to their FAQ pages to help users find answers to more specific or detailed questions that may not appear on their FAQ pages. Community forums provide a platform for users to connect with other users and company representatives, and share information, ask questions and provide feedback.
Community forums allow companies to gather user feedback and provide support beyond the limited answers on their FAQ pages. Users can ask more specific or detailed questions, or ask for help with a problem that is not covered in the FAQ. Company representatives can then respond to these questions, provide additional information, or offer assistance in resolving the issue.
Additionally, community forums can be a great way for companies to gather user feedback and suggestions on their products or services. This can be especially helpful for companies that are looking to improve their products or services, and want to hear directly from their users.
Community forums also allow companies to build a sense of community among their users. By fostering a sense of belonging and connection, users are more likely to remain loyal to the company and to recommend their products or services to others.
Companies also use community forums as a way to gather data and insights about their users and their needs, by monitoring the conversations, feedbacks, and questions that are posted on the forums. This can help companies to identify common issues or problems, and improve their products or services accordingly.
In summary, companies use community forums as a supplement to their FAQ pages to help users find answers to more specific or detailed questions that may not appear on their FAQ pages. Community forums provide a platform for users to connect with other users and company representatives, and share information, ask questions and provide feedback. They also allow companies to gather user feedback, build a sense of community, and gather data and insights about their users.
What is a community forum really? Why would a company create an entire forum for the purposes of advertising all the problems users are having with their platform?
'Other people are having this problem too...' No they are not. If they were it would be addressed in your FAQ page, or better yet, the issue would be resolved or corrected - adapted in some way to improve the user experience. Unless, of course, the existence of the issue itself has a purpose. If these companies were concerned with addressing customer concerns, they would be doing something about it.
Why would I ask a stranger who does not work for the company to speculate as to why they think I am having a problem on a so-called 'professional' platform? Seriously? I thought that type of behavior was reserved for Craigslist. I know that 'community forums' are different than community standards, but not by much. The only difference seemingly being that 'community standards' allow other users to kick you off for no apparent reason without having to explain why, also known as 'mob rule' or jealous competitor syndrome.
The other dynamic I do not understand is how or why any user would be compelled to help other users having problems... for free.?! The platform does not have paid customer service reps assigned to deal with this? They have chat bots that don't work. Are they aware of a great new technology called Chat GPT? One of the primary uses of Chat GPT-3 as defined by chat GPT-3 is the ability to embed code for functional chatbots on websites for the purposes of resolving customer service issues.
The 'it happened to me too' bots deployed to the community help forums work for the same reason that the customer service bots don't. Everything works. It just doesn't work for you.
Technology is designed to work for some people and against others. I shouldn't have to take a class to learn a new process for something I already know how to do.
This can absolutely be considered fraud when this type of thing is applied to paid services. Especially those allowing users to conduct business/commerce.
Are you trying to entice me to upgrade to a paid version of something or discourage me from using the services altogether?
How about when I am already paying and have upgraded and the platform keep taking my money but still does not work and will not provide me with any solutions or explanations for the problem?
The airline scheduling fiasco that is becoming a regular occurrence IS NOT the result of the actions of ONE individual. That is not possible. Believe whatever you want to believe.
Conditional uses of technology customized to the individual user are a means of social engineering.