Quote:
Originally Posted by koland
I am just asking ... how would anyone find this random web site that you say they are now using to do support?Assuming it's working, of course?
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I found it from a link on one of the Kobo employee's MR profiles. 350+ people have registered to use it so far, so it can't be all that hidden. My sense has been that this is something they decided to try, with the Kobo site pages (which is actually zen desk), being reworked as a source for FAQ and not much else. If the trial works for them--and by that I mean that people are getting faster and better solutions, I would expect it will be linked in various places.
Kobo staff were dropping in on a bunch of boards/sites before this. The support page on FB was an unholy mess. Now when you open the "support" tab on their FB page, you get the Get Satisfaction site Kobo product. I would not usually think to turn to FB for support for a product, but a surprisingly large number of people actually do, it seems. 14,500+ people there have decided they "like" the Kobo page.
If this works out, and Kobo staff actually has one community type forum/site to monitor and support, it should be a plus. This is not the first tech product I have used that decided to do support via Get Satisfaction. It seems to promote the development of a user community whilst making it easier for employees to spot trouble points/trends and solve problems for folks.
Things change. If the end result is that Kobo CS improves, I don't much care how they do it. I do know that there had been a problem someone very frustrated (and angry) brought up on the Kobo forum on MR as his first post ever. It was suggested that he try GetSatisfaction, as it was an issue having to do with the iPAD app and we don't seem to have a lot of iPAD users on the MR Kobo forum. He didn't do it, and posted angrily again three days later. I decided to post his issue on the Get Satisfaction board, and had an answer (complete with screen shots) in less than an hour. That is just one anecdotal event, but it was valuable, in that case.
I guess time will tell.