I agree, but I wonder if there is a missed opportunity to more deeply engage? Instead of posting the menu on the outside of the building, do an invite indoors (for a poor metaphor). I wonder if we’ve (we == support community managers) focused too much on the ‘getting answer quickly’ part of the equation, specifically the user experience/interface part of that.
I wonder in the ‘new’ age of bots if there’s an opportunity to allow users to get their answer just a smudge slower than before but allowing them to get their foot in the door. If their foot is in the door, we have a much better opportunity to deepen that engagement. If they never post we never get the opportunity to find out who they are, do drip emails to foster returns, etc.
So, to flesh out something:
Marie comes with a question and posts it in the forums (without any ‘did you see…’ prompts). Say “I can’t do a shuvit with my new Zephyrboard hoverboard. It always floats away and I have to chase it down.”
After a short but non-zero amount of time, our bot posts “Hey, thanks for posting, I’m the support bot and I found some things that might help…list… Did any of those help?” Prompt for an answer, maybe using Slack-style buttons instead of forcing a response. If yes, algorithmically devalue it so it doesn’t show up in new lists, if not, push it up in the ‘show to others’ list.
Then, we can drip engagement emails to Marie, put her in our CRM, welcome her, etc. She probably doesn’t come back, but maybe she does. Point is, if she’s made it all the way to the community, let her post.
Ok, end of thought experiment.