SteemIt Help Desk - Is It Time? by whatsup

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steemit · @whatsup · (edited)
$4.55
SteemIt Help Desk - Is It Time?
<html>
<p>&nbsp;<img src="https://s31.postimg.org/if56kc2vv/help_710848_1280.jpg" width="1280" height="640"/></p>
<h4><strong>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. &nbsp;Github, #help, posts and other places end up catching simple requests and help needs that could be handled more effectively. &nbsp;There are many people who “help” new users. &nbsp;It could be more formalized and coordinated to improve continuity and effectiveness.</strong></h4>
<p><strong>Level One Help Desk</strong></p>
<p><strong><br>
</strong>Utilizing current Steemians to help augment the full-time staff to deliver timely and effective support in the current environment of limited staff resources. &nbsp;</p>
<h3><strong>The goals of adding this initiative to SteemIt are:&nbsp;</strong></h3>
<ul>
  <li><strong>Improve User Retention, User Satisfaction and thus investment</strong></li>
  <li><strong>Measure for improvement - Support Staff to provide focus on effective bug fixes, and development. &nbsp;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</strong></li>
  <li><strong>Coordinate current efforts to resolve issues with less effort</strong></li>
</ul>
<h3><strong>Responsibilities:</strong></h3>
<ul>
  <li>Greet all “first posts” &nbsp;&amp; #Introduceyourself posts
    <ul>
      <li>Requirements: Develop a way to “see” all first posts (notifications) Estimated efforts 4 hours.&nbsp;</li>
    </ul>
  </li>
  <li>Track all interactions on a web-based CRM platform that can be viewed by TBD (I can set this up)</li>
  <li>Assist Users who attempt to “sign-up” and fail. (requires notifications and access to communication tools)</li>
  <li>Answer or escalate general user questions (escalate to whom?)</li>
  <li>Build a knowledgebase of FAQs &nbsp;(based off of real data, on the actual questions asked.)</li>
  <li>Focus on the user experience</li>
  <li>Identify ways to leverage the community to help support other marketing programs.</li>
  <li>Communicate with end-users regarding known bugs and their resolution. &nbsp;(Such as the 4-5 tag issue we recently had.)</li>
  <li>(possible duty) New Release Notes and Q&amp;A on new features dropped by SteemIt, Inc.</li>
</ul>
<h3>Deliverables:</h3>
<ul>
  <li>Weekly reports regarding support activities</li>
  <li>Consistent tracking and reporting of user retention</li>
</ul>
<h3>Requirements</h3>
<ul>
  <li>Report, query or notifications of the “first” post from any account new or old.</li>
  <li>Report, query or notification of failed sign ups.</li>
  <li>Contact information and escalation route for issue resolution</li>
</ul>
<p>Tasks</p>
<ul>
  <li>Setup a support account such as @support @help</li>
  <li>Create a link on SteemIt for a Help Link which would take people to the #help chat room on rocket chat.</li>
</ul>
<p><br></p>
<p>________________________________________________________________________</p>
<p><br></p>
<p>This post is meant to be a conversation starter... &nbsp;What are your thoughts? &nbsp;I think the community is already doing a lot of work to help new users as they come on board. &nbsp;&nbsp;&nbsp;Can we take the same efforts and gain more from coordinating them?</p>
<p><img src="https://s25.postimg.org/5a5tj36lr/whatsupwhale2_640x640.jpg" width="640" height="640"/></p>
<p><br></p>
</html>
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vote details (215)
@boxcarblue · 
I think it's a great idea!
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@whatsup · 
Excellent
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@timcliff ·
$0.03
I do agree it is a great idea. Resteemed.

Two questions:
- Where will the resources come from? (Will this be volunteer? If not, how much will the helpers need to get paid?)
- What will the legal liability be as far as answering questions correctly / officially?
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vote details (4)
@whatsup ·
$0.03
1.  My thought was to start with volunteers.  People are helping out anyway, we would just give them a process and tools.  

2. I don't know.  ;)
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@timcliff · 
1. Sweet - the idea has my full support :)
2. I think that if you go "full blown helpdesk" and actually have a call-center or official @steemit.com email address - then it becomes a lot more treacherous. If you are just sending people to the #help channel, and/or answering questions as "regular helpful users" then I don't think there is a big risk. You'd still want people to be careful about what types of questions they get involved with and respond to. "Sorry, I don't know" will have to be a tool in the tool-belt if you get answered anything that could have legal repercussions (like _am I legally allowed to buy a pizza with my STEEM_).
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vote details (2)
@sneak · 
We don't want to do this yet.  Soon, but not yet.  Interviewing, screening, and training volunteers and defining processes and support flows for them is not something we have the bandwidth for—yet.

Steemit is in beta.  When we come out of beta, this is something we'll address properly.
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@stephenkendal · 
I agree entirely. This is a great idea but who will pay for it. I am a massive fan of spending/investing as long as there is a return/benefit. The only way I would suggest a help desk is done is pure voluntary. If the help someone gives is of value they are rewarded the same way as any other post in Steem. There could easily be an area to go to where people could post a "help request" and anyone in the community could answer for free. If the answer is useful people simply upvote like any other post. It is a great idea that you have suggested and keep plugging away at it. Stephen
👍  
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vote details (1)
@whatsup · 
Well Stephenkendal, I am glad you asked.  I think it would be staffed with volunteers.  Real volunteers, not people who are paid in votes.  It is in all of our best interest to support steemit with our time.  

Some of us curate for free, help new users, and post content that doesn't receive automatic voting.  We do it just because we are interested in the future of steem.
👍  
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@steemitqa · 
I've seen one or two people attempt this ,but it is def. a much needed idea.
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@whatsup · 
It would be hard to be successful without community buy-in and a bit of support from Devs.  Otherwise, there is nowhere to escalate the issues to.  1800NotHelp.  ;)
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@bitcoinparadise · 
Really great idea. You got my support. Let me know what I can do to help :)
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@lemouth · 
I hope to see this realized! good luck!
👍  
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vote details (1)
@screenname ·
Re: SteemIt Help Desk - Is It Time?
<p>This post has been ranked within the top 50 most undervalued posts in the first half of Feb 14. We estimate that this post is undervalued by $8.66 as compared to a scenario in which every voter had an equal say.</p> 
<p>See the full rankings and details in <a href="https://steemit.com/curation/@screenname/the-daily-tribune-most-undervalued-posts-of-feb-14---part-i">The Daily Tribune: Feb 14 - Part I</a>. You can also read about some of our methodology, data analysis and technical details in <a href="https://steemit.com/curation/@screenname/introducing-the-daily-tribune-most-undervalued-posts-of-nov-04---part-i">our initial post</a>.</p>
<p>If you are the author and would prefer not to receive these comments, simply reply "Stop" to this comment.</p>
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@shadowspub · 
I think this is a great idea @whatsup. Are you aware that there are some fairly extensive FAQs? I believe @shenanigator is the writer. He's currently revising and updating them.
👍  
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vote details (1)
@shenanigator · 
The updates should be done within a couple days. Check out my blog to see what I've done so far.
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vote details (4)
@whatsup · 
Yes, there are lot's of current people doing great work.  @shenanigator, @shawdowspub @sykochica @steeemitiq and others are doing lot's of great work.  I just think we could get together and coordinate things better.  Take the same efforts and maximize the number of users helped.
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@tiffanysatchel · (edited)
$0.05
I really need help I am getting an error that says I don't have posting authority what does that mean please help...How come I can comment but I can't post
👍  ,
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vote details (2)
@whatsup · 
Hi Tiffany, that is weird.  Can you tell me exactly what it says?
👍  
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permlinkre-tiffanysatchel-re-whatsup-steemit-help-desk-is-it-time-20180710t195804305z
categorysteemit
json_metadata{"tags":["steemit"],"app":"steemit\/0.1"}
created2018-07-10 19:58:06
last_update2018-07-10 19:58:06
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cashout_time1969-12-31 23:59:59
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root_title"SteemIt Help Desk - Is It Time?"
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vote details (1)
@whatsup · 
First, log in and out of SteemIt...  second...  What frontend are you using?  I see you have plenty of bandwidth.  I feel like this is some sort of issue with a specific post...  Give me more information and or a screen shot and I will see who we can find to help you.
👍  
properties (23)
post_id56,118,060
authorwhatsup
permlinkre-whatsup-re-tiffanysatchel-re-whatsup-steemit-help-desk-is-it-time-20180710t200028925z
categorysteemit
json_metadata{"tags":["steemit"],"app":"steemit\/0.1"}
created2018-07-10 20:00:30
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root_title"SteemIt Help Desk - Is It Time?"
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vote details (1)
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