Support is dead, long live Support!

One-on-one telephone and email support needs to evolve to forum support. Why? It’s all inclusive, all users and all employees. Smart companies eliminate layers between them and the user by putting everyone facing forward in a forum. It’s available 24/7/365 and Google Translate makes it multilingual. It’s leveraged beyond just your employees, your user base becomes your strongest contributors. It’s open and honest rather than secretive and closed - everyone knows if something “ain’t” right. It’s proactively educational as well as reactive - anyone can follow and learn. If done right it builds community. Where are you investing? One-on-one support or many-to-many?