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Merging Humans with Tools to Slow Down Trolls

Posted Tuesday, May 15, 2007 1:40 PM by jledgard
This was a great read that I found through Seth Godin's blog . Troll whisperers aren't necessarily very good at hacking tools, so there's always an opportunity for geek synergy in helping them to automate their hand-crafted techniques, giving them a software Read More...
0 Comments

9 Challenges to Making Product Support Transparent

Posted Wednesday, April 11, 2007 2:27 PM by jledgard
Your customers have greatly evolved since the previous internet bubble, while most company’s customer support models have not grown with them. New, “Web 2.0” paradigms for content creation, publication, syndication, and consumption bring with them an Read More...
5 Comments

Overheard from the MVPS: More specific Feedback on Forums and Other channels

Posted Wednesday, April 11, 2007 11:07 AM by jledgard
This is the last of the notes i took at the Summit that I was able to actually write down. On Forums… “After posting an answer to a question there should be a link that goes directly back to a the filtered “unanswered” page you started from instead of Read More...
2 Comments

Customer Support in Communities; From 0 to 761 in a Year

Posted Sunday, April 01, 2007 11:55 PM by jledgard
Last week 761 developer customer questions were answered in our online communities by members of our customer support staff. These are the folks helping to bridge the knowledge transfer gap for .NET 2.0 and 3.0 that I talked about last week . The effort Read More...
3 Comments

Facilitate Knowledge Transfer in Online Communities

Posted Thursday, March 22, 2007 11:44 AM by jledgard
I'm often asked how products teams can best participate in their online communities. It would be simple to say "go talk to customers" and be done with it, but you can have a more targeted approach than that. They key to successful support communities Read More...
6 Comments

Nobody Reads Your Internal Site

Posted Thursday, December 28, 2006 4:10 PM by jledgard
I hate to be the one to tell you this, but it's probably true. You know that slick site you put together on the intranet? The one you spent time brainstorming about so that every bit of information conveys what you want your teams to know. The one you Read More...
10 Comments

My Thinkweek: The Evolution of Customer Support

Posted Tuesday, December 19, 2006 11:44 AM by jledgard
I've been doing a lot of writing lately. All that extra keytapping, however, was going towards a Thinkweek paper that was submitted just thirty minutes prior to the deadline at 4:30pm yesterday. My paper, entitled "The Evolution of Customer Support", Read More...
2 Comments

What if the MSDN Forums where based on Live QnA?

Posted Wednesday, November 15, 2006 8:26 PM by jledgard
Just indulge my thought experiment here. This is not a commitment or even a direction, but more of a... "brain fart" if you will. What if the MSDN Forum site, instead of forum like, was more live QnA like? What if we just used Live QnA? If you haven't Read More...
7 Comments
 
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