Author Topic: Are we missing this VERY important business function?  (Read 6098 times)

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Offline fuzzy

Not to mention it helps building up the community of users. Look at BTC-E. Polo only followed their example

a chat box can be helpful but for customer support oerhaps the addition of something like

I like the idea of a chatbox. I'd recommend one of these 2 options:

1. Chatbox isn't on the main page, under a tab such as support
2. If the Chatbox is on the default page of the wallet, make it 1 click disable. 

I agree, chatbox is a great first step to build community as well as address support issues quickly.

another nice thing would be to include something like teamviewer and record them for use when there is a wait "while you are waiting for a support technician, please feel free to go to our video guide session where past technical issues are walked through for your personal convenience."
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Not to mention it helps building up the community of users. Look at BTC-E. Polo only followed their example

I like the idea of a chatbox. I'd recommend one of these 2 options:

1. Chatbox isn't on the main page, under a tab such as support
2. If the Chatbox is on the default page of the wallet, make it 1 click disable. 

I agree, chatbox is a great first step to build community as well as address support issues quickly.

Offline Akado

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Not to mention it helps building up the community of users. Look at BTC-E. Polo only followed their example
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Offline btstip

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Hey rgcrypto, here are the results of your tips...
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Offline rgcrypto

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A chatbox isn't seen as a priority by many people here but this is exactly what we need  as it will be an integrated customer service. The community is customer service and it doesn't need to be paid for.  Also coming back and to from this forum to the exchange isn't good. we need realtime support.

#sharebits "JhonnyBitcoin" 1 THANKYOU

I agree this is the best way to go about support(chatbox)...rather than jumping in and out of the exchange for it. Help should be 1 click away.

But I think someone should be paid for their work because otherwise the support will have very fluctuating quality. Time and skills should be paid for.
« Last Edit: November 22, 2015, 07:28:48 pm by rgcrypto »

Offline JonnyB

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A chatbox isn't seen as a priority by many people here but this is exactly what we need  as it will be an integrated customer service. The community is customer service and it doesn't need to be paid for.  Also coming back and to from this forum to the exchange isn't good. we need realtime support.
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Offline rgcrypto

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I  think there are many volunteer to support , at least in Chinese language,

Is there anybody here, who would be able to participate with getting it up and running, then I can have one of my staff be the co ordinator of all afterwards

What does "getting it up and running" mean? Do you mean creating a forum or a chatbox within the wallet?

Offline openledger

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I  think there are many volunteer to support , at least in Chinese language,

Is there anybody here, who would be able to participate with getting it up and running, then I can have one of my staff be the co ordinator of all afterwards
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Offline BTSdac

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I  think there are many volunteer to support , at least in Chinese language,
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Offline Akado

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Add a chatbox to the client and it's done, Polo style. No need for a worker proposal.
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Offline Ben Mason

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Really excellent initiatives.....support function is essential. Thanks for raising rgcrypto.

Offline openledger

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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.

I am all for this kind of a system, and I am ready to add the asset Qbits as the form of payment in the way presented above. It wont be long before we have Qora added one way or the other, in the meantime this asset of 100 million has been issued simply to support activities like this.



By the end of month, 1000 Qbits will be sent to each user registereing through the faucet, and a market will be set up for it to be exchanged to bts, on the base of  the day's rate of qora, as it is backed by the value of qora 1:1, however with the slight touch added that all referral fees connected to future signup's where qbits account is included as referral link will be added to the value of Qbits as well, giving it some extra incentive to work with Qora and its fetures in a more organized way inside bitcoin community as well.

20 million of this amount is planned to be offered to browniedist as well for future appreciation of brownie holders for their work which could well be supporting a live help desk like mentioned as well
« Last Edit: November 19, 2015, 09:11:15 am by ccedk »
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Offline xeroc

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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.

I totally agree, and I told @ccedk @Ronny twice already that he has to build a
support team and PAY them.

Offline rgcrypto

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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.

As long as it is referral fees and not a worker proposal, i'm for it.  Unfortunately some here think that bitshares is run like a typical company and some one is "in charge".  No one is in charge here.  There are no bosses and no one to prevent someone from giving out false information.  There are no guidelines or rules. No etiquette procedures.  How exactly could this be monetized?

Remember that this place has very very few legitimate "experts".  Most places that have human to human customer support just have a drone worker reading off a script.  For us to be effective at technical support we would need extremely capable, experienced and tech savvy people helping the noobs of the world.  Anyone who has those expertise isn't going to sit around as support, as their time is probably much more wisely spent.

If they wan't to be paid in brownies so be it, but Fuzzy's $1.75/hour at current market rates isn't going to hold anyone with half a brain more than a half an hour.

Thanks for the input.
As you are talking I can see how, from your perspective, it would be better handled by companies building on top of bitshares. SharesTips has it's own customer support, OpenLedger has it's own, etc.

Customer support is a normal expenses for any businesses...so why should we be the one handling it?

Now, we can do better to support those businesses. If we could have a scheme to have someone be compensated to provide support on the forum...I am all for it. Any idea @lil_jay890 ?

Offline lil_jay890

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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.

As long as it is referral fees and not a worker proposal, i'm for it.  Unfortunately some here think that bitshares is run like a typical company and some one is "in charge".  No one is in charge here.  There are no bosses and no one to prevent someone from giving out false information.  There are no guidelines or rules. No etiquette procedures.  How exactly could this be monetized?

Remember that this place has very very few legitimate "experts".  Most places that have human to human customer support just have a drone worker reading off a script.  For us to be effective at technical support we would need extremely capable, experienced and tech savvy people helping the noobs of the world.  Anyone who has those expertise isn't going to sit around as support, as their time is probably much more wisely spent.

If they wan't to be paid in brownies so be it, but Fuzzy's $1.75/hour at current market rates isn't going to hold anyone with half a brain more than a half an hour.