Comments on: Memo to the Cloud http://fudge.org/memo-to-the-cloud/?utm_source=rss&utm_medium=rss&utm_campaign=memo-to-the-cloud The on again off again blog of Jay Cuthrell (qthrul) Thu, 22 Mar 2012 07:40:22 +0000 hourly 1 http://wordpress.org/?v=3.4-beta4-20778 By: qthrul http://fudge.org/memo-to-the-cloud/comment-page-1/#comment-766 qthrul Thu, 08 Jul 2010 06:12:40 +0000 http://fudge.org/?p=36371#comment-766 Exactly. I had very high hopes for Get Satisfaction but it all comes down to how how a given company adopts the technology (like anything I guess) and even the socially curated voted bumped rated voted and offered up on a platter approach... can be 4chan'd. And for that limited possibility -- it's like free reign to just not try. Oh edge cases... promoting corporate ostrich sand combos again and again. Exactly. I had very high hopes for Get Satisfaction but it all comes down to how how a given company adopts the technology (like anything I guess) and even the socially curated voted bumped rated voted and offered up on a platter approach… can be 4chan’d.

And for that limited possibility — it’s like free reign to just not try. Oh edge cases… promoting corporate ostrich sand combos again and again.

]]> By: Jason! http://fudge.org/memo-to-the-cloud/comment-page-1/#comment-760 Jason! Fri, 02 Jul 2010 12:51:57 +0000 http://fudge.org/?p=36371#comment-760 Oh my God yes. I can't begin to tell you the number of companies that think that forums and "community support" are adequate as (I guess) "0th line support". I think by the time someone has waded through that sort of nonsense and come up wanting, you should get a real human on 2nd or 3rd line support. Goring though what is essentially first line support _twice_ (and it might be debatable which version is worse) for a service _you_are_paying_for_ will cause a lot of people to look elsewhere. I only need to hear "have you tried turning it off and on again" once. (a small side note) One of the things I find hysterical about forum based support is that, after a particularly bad and embarrassing problem that bunches of people comment on; forums are usually "sanitized" of the issue (and occasionally users are BANNED FOR LIFE.). While cost benefit analyses of keeping certain customers is appropriate and encouraged; I feel this sort of behavior decreases the perceived (and actual) utility of "community support". Oh my God yes.

I can’t begin to tell you the number of companies that think that forums and “community support” are adequate as (I guess) “0th line support”. I think by the time someone has waded through that sort of nonsense and come up wanting, you should get a real human on 2nd or 3rd line support. Goring though what is essentially first line support _twice_ (and it might be debatable which version is worse) for a service _you_are_paying_for_ will cause a lot of people to look elsewhere.

I only need to hear “have you tried turning it off and on again” once.

(a small side note) One of the things I find hysterical about forum based support is that, after a particularly bad and embarrassing problem that bunches of people comment on; forums are usually “sanitized” of the issue (and occasionally users are BANNED FOR LIFE.). While cost benefit analyses of keeping certain customers is appropriate and encouraged; I feel this sort of behavior decreases the perceived (and actual) utility of “community support”.

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