20200725:22 - Support involvement in Community and Education
Community Relations Group Conversation (Public Livestream) 2020-07-23
This was an interesting watch (24 minutes). I think particularly three points are relative to GitLab Support
- Engagement by GitLab Inc members in the Gitter and Support forums could be improved
- Price-prohibition for Educational Support
- Engagement by the Wider Community in the Forums
In Support we currently have an initiative to address the operational cost of supporting "free users". There's a challenge here to balance that with our community engagement. Could/should we abandon free user support and direct it all towards the Gitter? And should we balance that by training Support in Brand management and community engagement, and then scheduling some set number of hours to engage in the Free support through that channel instead?
If we had a redirect for "free" users to the forums (on the Support Portal, and in Zendesk auto reply emails), that would potentially drive engagement. We must back that up by Support actually being present in the forum too, and there again, we need to balance the operational cost of that.
Just random thoughts and questions that popped into my head. I'm unsure if this is even an appropriate way to think about i.