SteemIt needs a help desk. We are a Beta Project with a solid platform, not a lot of bugs, yet users still have questions and no clear place to go for assistance. Github, #help, posts and other places end up catching simple requests and help needs that could be handled more effectively. There are many people who “help” new users. It could be more formalized and coordinated to improve continuity and effectiveness.
Level One Help Desk
Utilizing current Steemians to help augment the full-time staff to deliver timely and effective support in the current environment of limited staff resources.
The goals of adding this initiative to SteemIt are:
- Improve User Retention, User Satisfaction and thus investment
- Measure for improvement - Support Staff to provide focus on effective bug fixes, and development. By tracking each issue end-users report and distributing that information, it can be used to prioritize which if any bugs are impacting users and what features or frustrations can be solved with improved features or development issues
- Coordinate current efforts to resolve issues with less effort
Responsibilities:
- Greet all “first posts” & #Introduceyourself posts
- Requirements: Develop a way to “see” all first posts (notifications) Estimated efforts 4 hours.
- Track all interactions on a web-based CRM platform that can be viewed by TBD (I can set this up)
- Assist Users who attempt to “sign-up” and fail. (requires notifications and access to communication tools)
- Answer or escalate general user questions (escalate to whom?)
- Build a knowledgebase of FAQs (based off of real data, on the actual questions asked.)
- Focus on the user experience
- Identify ways to leverage the community to help support other marketing programs.
- Communicate with end-users regarding known bugs and their resolution. (Such as the 4-5 tag issue we recently had.)
- (possible duty) New Release Notes and Q&A on new features dropped by SteemIt, Inc.
Deliverables:
- Weekly reports regarding support activities
- Consistent tracking and reporting of user retention
Requirements
- Report, query or notifications of the “first” post from any account new or old.
- Report, query or notification of failed sign ups.
- Contact information and escalation route for issue resolution
Tasks
- Setup a support account such as
- Create a link on SteemIt for a Help Link which would take people to the #help chat room on rocket chat.
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This post is meant to be a conversation starter... What are your thoughts? I think the community is already doing a lot of work to help new users as they come on board. Can we take the same efforts and gain more from coordinating them?
