I’m running an online ecommerce forum which currently has a lot of traffic, but very low engagement. The thing is, the forum has become an alternative to our product’s support channel - people come in asking technical questions and leave as soon as they receive a reply from a staff member.
We’re currently working on a strategic plan on how to boost engagement, encourage more User Generated Content, etc. In other words, we’re about to rebuild the forum from scartch.
To start off, I believe finding out what our potential users really need is the initial step of the whole transformation. I’m thinking of launching a survey, asking our product’s users about their needs and expectations of the forum. Has anyone ever conducted such research? What questions would you recommend to ask?
Ideally, I’d love to find out what content they’d be interested in, what topics are the most senstivie to them, what format would be the most appealing, etc.
I’d appreciate a lot if you could share your experience on how you figured out what the potential user of your forum wants and needs.