Web 2.0 – Figuring out the best way to set up a forum for customers to access information from other of customers?

The simplest thing you can do is to setup a bulletin board system like pointed out earlier, which can be your first line customer service. This will allow you to participate in the discussion and the whole thread will lead to a solution.

For the information ascertained there, I would like to suggest to set up a wiki because it will allow you to manange and document the incoming data better. Further more, you can point to associated entries/items/posts a lot easier than a bb will allow you to do.

After having completed that, you’ll be in a pretty good fix. Associated to that I would most definitly set up a good working customer service page on your website which will handle incoming tickets. The money saved there (due to the increase in efficiency) can then be spent in integrating better environments.

Regading the blog part: blogs are not really suitable for the environment you are looking for. Primarily because of the fact that comments are most of the time hidden. And you don’t really have an easy way of getting fruitful discussions out of blogs. The commenting sections are hardly made to handle large amounts of replies but more to be there for what they were inveted in the first place – comments Discussions are best lead in discussion forums/bbs. Documentation and management of knowledge etc., in Wikis.

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9 Comments

• 
  Manuj July 24, 2008 at 8:36 pm

  A credentialed editable preferential post queue tree maybe incorporated with 2 levels of care buffers.
• Lars Hilse March 4, 2009 at 5:57 pm

  Web 2.0 – Figuring out the best way to set up a forum for customers to access information from other of customers? http://bit.ly/DTdZ
• Lars Hilse March 11, 2009 at 2:39 am

  Customers help customers – Support forum maintained and grown by your customers http://bit.ly/DTdZ
• Lars Hilse March 19, 2009 at 1:17 am

  Customers helping customers on your website – driving traffic and cutting your support costs http://snipr.com/e2jkw
• Lars Hilse March 19, 2009 at 2:17 am

  Customers helping customers on your website – driving traffic and cutting your support costs http://snipr.com/e2jkw
• 
  Sid Khullar May 9, 2009 at 11:59 am

  I find forums quite difficult to get going… any tips?
• Lars Hilse June 24, 2009 at 6:32 pm

  Web 2.0 – Figuring out the best way to set up a forum for customers to access information from other of customers? http://adjix.com/ebtr
• Lars Hilse June 24, 2009 at 7:32 pm

  Web 2.0 – Figuring out the best way to set up a forum for customers to access information from other of customers? http://adjix.com/ebtr
• 
  Rich Reader July 1, 2009 at 8:09 am

  information sharing might be better supported by a wiki, though it depends upon the type of information that is being shared. Sometimes the “information”, data, or bitstreams can only be viewed, digested or interpreted meaningfully through a customized and/or proprietary application or service.

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