Originally published at: https://www.feverbee.com/trifecta/
For most organizations today, this is the best of all three worlds.
The forum is for responses to new and unique questions.
The knowledge area for documenting the new responses and tackling the most common questions before people call the call center.
The ideas area for product complaints and suggestions (because isn’t every complaint also a very precise suggestion?)
Once you realize what each area is for you can begin to optimize each. The goal of the forum is to answer the question in the quickest possible time and with a satisfactory answer. That means immediate access to experts who…