Author Topic: Are we missing this VERY important business function?  (Read 6099 times)

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Offline donkeypong

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Yes, yes, yes! I would support this wholeheartedly. Once again, as Bytemaster indicated, we need to have the referral fees to support this. RG, thanks for identifying/articulating the need.

Xeldal

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I mentioned this elsewhere but moderated chat channels available in the client could help with this.  Much like they do at Poloniex there are always people hanging out in chat who might be able to help but ultimately there is a mod who is knowledgeable and trust worthy that can answer questions, if not they can direct you to email support ticket system.

The chat could operate with a UIA token to message so a mod would have blacklisting privileges(like a ban hammer).  And signing up through OpenLedger you might get 1000 OPENCHAT.PTS worth 1000 messages.  Chat would be very cheap to encourage people to use it and mod would be paid either through an arrangement with the UIA issuer (OpenLedger in this example)  or paid in OPENCHAT.PTS which he could sell back to users.

You could use the same function for private channels where maybe a dev owns the token and charges $1 per message per minute or something.  Anyone could start a channel I suppose and earn a reputation.


 

Offline rgcrypto

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Decentralized Support is nothing more than having the forum built in and having financial incentives for resolving legitimate support requests.

The financial incentives for resolving support requests go to the referrers who benefit from increased transaction volume and who lose when a customer leaves due to poor support.

I could see a "referrers guild" set up where members pay membership fees to pay a support staff to answer questions asked by users whom a member of the guild has referred.   This means that OpenLedger should be providing support to maximize their referral income.

Everyone who is a shareholder has financial incentive to see quality support for BTS.  From that perspective, having a worker that earns income by responding to and resolving support requests in a timely manner is both "objective" and in shareholder interest.   

I think integrating communication channels within the wallet to help people find support quickly and easily is an overall benefit and clearly something worth a worker proposal if we could define exactly what it should be.

I completely agree. Both could work. I personally think that we shouldn't have the support forum on bitsharestalk...somehow I know that it would confuse the heck out of me. I remember the first time I got on it...so many options and boards. Also, the forum would need to notify the user as soon has he has a response to his ticket. When your money is on the line, you want to speak to someone "in charge" not volunteers on a forum.

So I would lean toward having a dedicated support forum or a guy that respond to emails and can create github tickets if needed.

Offline bytemaster

Decentralized Support is nothing more than having the forum built in and having financial incentives for resolving legitimate support requests.

The financial incentives for resolving support requests go to the referrers who benefit from increased transaction volume and who lose when a customer leaves due to poor support.

I could see a "referrers guild" set up where members pay membership fees to pay a support staff to answer questions asked by users whom a member of the guild has referred.   This means that OpenLedger should be providing support to maximize their referral income.

Everyone who is a shareholder has financial incentive to see quality support for BTS.  From that perspective, having a worker that earns income by responding to and resolving support requests in a timely manner is both "objective" and in shareholder interest.   

I think integrating communication channels within the wallet to help people find support quickly and easily is an overall benefit and clearly something worth a worker proposal if we could define exactly what it should be.
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Offline rgcrypto

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Is not one of purposes of this forum to provide such support?

There is tech support on the forum. But that's not the purpose of the forum. Also, you have to think about designing a structure for people with less than 100 IQ.

Basic internet users want a support button on the top right corner and a simple form to contact support.
Getting a response within a few hours at most...when their money is on the line.

Expecting non-techy users to figure out that they need to go to bitsharestalk.org when they use openledger or another third party is not smart either.

@lil_jay890 does it have to be bitshares that pay for that? I don't know. Maybe it's the business on top of it that is. That 's why I raised this question.
« Last Edit: November 19, 2015, 12:20:28 am by rgcrypto »

Offline lil_jay890

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Is not one of purposes of this forum to provide such support?


I agree with yvv that the forum should be support... Have you guys looked at how most companies offer support?  It's through a forum and databases of recently asked questions.  Person to person support is the last place companies want to go because it is expensive.

But hell, why not start a worker proposal and burn more money on something with virtually no ROI.

Offline yvv

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Is not one of purposes of this forum to provide such support?

Offline fuzzy

This is something imho worth a worker proposal, but if that is not possible, I am happy to pay some tech support volunteers with brownies.  :)

That's what I was thinking. A worker proposal to pay for ZenDesk. Just like GetGems.org does. (with more documentation though)

I reallllly am not supposed to be on the forums right now so ill make this quick.  Rg it is a great idea...please add a poll to this thread to make it actionable? :)
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Offline rgcrypto

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This is something imho worth a worker proposal, but if that is not possible, I am happy to pay some tech support volunteers with brownies.  :)

That's what I was thinking. A worker proposal to pay for ZenDesk. Just like GetGems.org does. (with more documentation though)
« Last Edit: November 19, 2015, 12:00:07 am by rgcrypto »

Offline fuzzy

This is something imho worth a worker proposal, but if that is not possible, I am happy to pay some tech support volunteers with brownies.  :)

Oh and just so people reading know.  Dan Robles said it only took him 4 minutes to get tech support for ethereum...and he is trying to decide if bitshares or ethereum is the best candidate for him to bring the National Society of Professional Engineers (NSPE) onboard with. 

So let me ask: is it worth it to pay workers to provide tech support to potentially gain 100s of thousands of professional engineers using bitshares?  Or is customer support still too expensive to pay a 5-10k a month?

The answer has been obvious to some for quite some time.  And in sure many of them are no longer here because they went somewhere else that had less tech innovation and better ease of use (largely from cust support) ;)
« Last Edit: November 19, 2015, 12:00:07 am by fuzzy »
WhaleShares==DKP; BitShares is our Community! 
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Offline rgcrypto

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Last week, bytemaster mentioned that he would like to see that our exchange have the similar user experience that users expect from any centralized exchange out there. Which to me make total sense. Login and password and that's it. (lightwallet or full node for higher security)

Now, that made me think of something we may be missing something that all exchanges have.

Customer/Technical Support

Isn't it frightening when it takes 3 days to get a reply from customer support at an exchange?
Would you trust such exchange?

How do we handle this within the wallet?

Should it be something that OpenLedger has to take care by themselves or is it something BitShares has to think about?