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Is there an option for customers to ask a question without it being public and/or anonymously?
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Inappropriate?No, there is not an option to ask questions privately. We have thought about this kind of option, whereby companies and customers could connect in a private manner, but it's not something we currently offer. We're very big on openness and transparency and putting it all out there. That said, we do also know that there are details like account numbers and credit card numbers that people are (rightly) reluctant to share.
We're always having discussions about this, though, and your input is really valuable. So, please let us know what you think. I'm assuming you are speaking of the same kind of customer-company speech that I'm talking about. Or, did you have something else in mind?
I’m glad you asked
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Inappropriate?Shoot. I understand the drive for openness, but am disappointed in the "all or nothing" approach that overlooks extensions to the use of Satisfaction that would only feed your original intents. I have a group of alpha users who are under NDA and I would love to use satisfaction to collaborate with them. When a feature moves from drawing board to a public beta, or when I had filed my provisional patent :-), I could then simply flag some subset of the discussions to bubble up to public view.
Let me know if you change your mind. Nice tool overall.
Casey
I’m disappointed.
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Inappropriate?Well, as we go along, we will undoubtedly make this kind of public-private detail more sophisticated. We'll definitely keep this kind of request in mind.
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Inappropriate?it's definitely not that we're not interested in adding that kind of private/public relationship to the application, it's just that we're a small company with limited resources, and when we ask ourselves what we can do that's truly different from standard company-customer relations, being firmly committed to openness and transparency is the thing that really stands out. there are many ways to have private conversations between companies and customers, and far fewer that are about the public ones. :)
that said, longer term i agree that use cases like alpha/beta groups and being able to segment off conversations for that purpose will be really valuable, and i'm confident we'll get there with the product; it's just not as high up on the priority list as some of the other features we're considering, for the above reason.
1 person says
this answers the question
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