Enable employees & champions to assign topic to self or others

  • Idea
  • Updated 1 year ago
  • Implemented
Instead of setting up a centralized schedule for employees or teams to check in on our community and respond...we're trying to use a more distributed model. The problem is, it's highly demotivational for someone to spend time preparing a response and then have someone else from the company respond first. It can also make us look kinda uncoordinated when two people post nearly the same response within minutes of each other. (High class problem, right? But a threat to sustaining involvement over the long haul.)

What we need is a way for employees to assign a topic to themselves or another person. An "I got it" flag, if you will...

Or if you're looking for very cutting edge ways of doing this...check out how Quora lets all viewers of a thread know in real-time if someone is writing a response (kinda like your IM chat client). http://www.philwhln.com/quoras-techno...

SWEET!
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Daniel Foster

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Posted 4 years ago

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Andrew

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This is an amazing idea.
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Ki, Champion

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I love this idea, Daniel. We sometimes experience the duplicate response problem here at Get Satisfaction as well. I'm not sure if this kind of functionality is being considered for the next round changes that's being planned for our topic page, but I'm going to make sure your idea is seen.
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aussiebob, Champion

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Thats a great idea however I would prefer that an Employee get "first dibs" on the topic against a champ/mod if topics are grabbed at the same time.
Yes Ki is correct sometimes we have to delete our own answers after we see the answer has been posted and deflates you a little,especially if you have been searching or taking screen shots to help.
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Daniel Foster

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Not sure how far you might want to go with this "flagging" idea...but I think there's also this balancing act between the company reps answering everything super fast...and giving people in the community (not just Champs but average joes) a chance to respond with their own tips or experiences.

Perhaps there could be a way to set a flag or status on a topic that says, "Hey, community, can you help with this one?" in a way that raises the visibility of that topic to everyone in the community.

This would also be the type of topic that I would want to tweet or post to our Facebook page, inviting customers to come to GS and share what they know.

Here's an example I ran into yesterday...it's the kind of question that has no simple answer and is probably best answered by those who have experience doing something similar.
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Randy Hunt

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Whenever a question gets answered, I can see the possibility where several people are trying to answer it at the same time, potentially wasting a lot of time.
I think it would be helpful if there was a way to communicate internally to everyone in the organization, essentially "Hey, I got this one." Then everyone else can focus on answering other unanswered questions.

We are kind of new at this, so maybe we haven't quite caught on to the whole process. It makes sense to me though.

This reply was created from a merged topic originally titled
Who is going to answer?.
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maverikch (SU2)

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As an Administrator of fourms and Bulletin Boards like vBulletin or phpBB i had the opportunity to assign moderators to specific topics and they where shown up. and this is what i miss in getsatisfaction or just don't see. like this you can better organize topic moderation.

for example: foursquare
they created edit / merge topics in the idea section per continent / region. now their searching / applying for superusers and he SU community is growing.

now if my idea would be implemented foursquare could assign Moderators to specific topics per continent / region.

if foursquare shares my idea is another question but the abiltity having this oppurtinity would be great.

This reply was created from a merged topic originally titled
Assign Moderator to Topics and show them up..
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Paul Middlin

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I had to force myself into a process of:
select all
copy
refresh page to make sure nothing is new
paste answer and submit

seems like these days we expect a more "Ajax" style live update on web pages I guess.
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Erika Smith

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Please add this feature!

There have been many occasions where I have researched a topic for post only to have someone else answer first. This feature would save a lot of duplication of effort. Especially for companies where many people respond to posts.
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Dave O'Rourke

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Please, please add this. It's needed. We've got a team of over 20 people, all from the same company, all tasked with responding to customers today in support of our product release. We've had a lot of toe stepping, and duplicate efforts. It'd be awesome if your developers could do something to prevent this wasted effort. Pretty please :)
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Kristen Gastaldo, Champion

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Definitely would use (and love) this feature! We have several employees who answer questions in the community and an "I got this" tag would be really useful.
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Daniel Foster

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Another day on Get Satisfaction, another duplication of effort by our staff. Boo.

I have no idea how many employees who could be helping out in our community have simply given up because it's impossible to coordinate effort efficiently. It does come up regularly in conversations about Get Satisfaction, though.

I've resorted to fishing around internally to see if one of our coders would use their 20% time to build our own mechanism for assigning and claiming topics, using the Get Satisfaction API.
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Caty, Employee

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Hey Daniel,

This is definitely a hole in the product that we know we need to fill. Our product/ engineering team are mapping up a pretty large update to our app, and I believe they're planning on incorporating stronger workflow functionality. I'm not entirely sure how it's going to look/ work, but when we get closer to a release date would you be interested in testing/ providing feedback?

In the meantime I've asked Jenn, who manages our custom implementations, if she had any suggestions for you for building a tool with the API. She recommended building the tool based off of private tags as the API currently does not have an "employee" field. I'll ask a couple other people here in the office to see if they have suggestions to share as well.
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Kristen Gastaldo, Champion

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I would like this reply, if liking replies was an option ;)
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Daniel Foster

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Thanks, Caty! TechSmith would most definitely be interested in testing and providing feedback. And thanks for the tip to look at private tags.
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Kenji Onozawa

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For companies that have teams focused on supporting a Get Satisfaction site, I would love to see the ability to somehow "claim" a customer inquiry. This would be incredibly helpful because part of my current problem, if a community manager comes across an unanswered inquiry, then if he claims it, then it will be clear to everyone else that they don't need to spend time researching an answer, etc.

This reply was created from a merged topic originally titled
Claim a Customer Topic.
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Eytan

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6 months later, any update on this? Seems like GS is very slow to implement anything new, which is really frustrating considering it is a paid service.
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Stephanie, Alumni

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Hey Eytan,

Thanks for following up on this topic and I definitely understand your frustration. As you've probably heard, we're in process of rebuilding the entire app and a new version of management view is currently under development. A beta program should be starting in the next couple of weeks, actually... would you be interested in trying it out? Workflow, specifically, is very top of mind for our product team because it's something that our community team brings up often to them. I'll check with the PM in charge of this new app to see what she thinks with regards to timeframe, and will follow up when I hear from her.
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Eytan

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That will be helpful, thanks.
Obviously we don't want to have any issues with our community, I assume joining this beta won't have any negative side effects?
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Stephanie, Alumni

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Hi Eytan — As with all beta programs we can't guarantee that the app will be without flaws. This beta program will only affect the Management View section of your community and you shouldn't experience any disruption for your end users. You'll still have access to moderation tools within the community application... it would just replace the link to Management View with a link to our new moderation app. If you're interested I can keep your name on our beta list and we can contact you later on when most of the kinks have been worked out. I just wanted to offer it to you so that you'd have the opportunity to see first hand the new products that we're working on.
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Eytan

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Ok sounds good, thanks.
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Katie Lewis, Champion

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For what it's worth, here's how we're saying "I got this" to make sure we don't have two staffers working on the same topic: We're using the Salesforce integration. When a new topic is submitted in our Community, a case is created in Salesforce, which is how we currently manage our customer support workflow, i.e., it's where we also claim and respond to emails.

Instead of staffers working in the Community itself, we have them working out of Salesforce. Once the "case" is claimed, that one person is working on it and it's no longer seen in the shared queue.
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Amanda S.

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I would LOVE this. We use Zendesk for our support tickets. They allow you to assign something to yourself or others. This way people won't respond if it's assigned to someone else.

It would be really awesome if I as the community manger had a thread open while it was unassigned, and an employee assigned it to themselves while I'm still viewing it - it give me alert at the top of the page that it's been assigned to someone. OR an alert letting you know that another employee is viewing the thread. Zendesk also does that, alerts you if another employee is viewing the same ticket.

We only have myself and one other person respond to threads and we've run into duplicate responses a few times because of this. I couldn't imagine what it would be like when I get more helpers.
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David Rowley, CTO

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Official Response
We are planning to develop an assignment feature to address this exact use case. We also plan to add internal notes to a conversation, so employees can collaborate on a response before responding publicly. There is a chance we implement this functionality in Q4 '13, but we do have a couple other high-priority capabilities in the queue ahead of it. We'll keep you posted as work through the remaining projects for the year.
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Daniel Foster

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Can't. Wait. :)

Thank you for listening.

Keep your head on fire.
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Paul Middlin

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Assignment is great and collaboration on an answer is icing on the cake. Let us know if there is anything we can do to help shape it.
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Amy, Champion

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This is very exciting news, Dave. Really glad to hear that it's on the roadmap.
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Bryan K., Champion

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I'd love to see this implemented! I can really see it being helpful.
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Erika Heckscher

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awesome

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dorian

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Any news on when this might be rolled out? Thanks!
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David Rowley, CTO

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This has been rolled out for some time--sorry for not updating the status of this sooner.
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Eytan

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Where can this be found?
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Ramya, Employee

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You can find it in Manage workspace under the conversation you are trying to assign.

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Eytan

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I don't see this in my Manage view.

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David Rowley, CTO

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Eytan--we'll look into why this feature isn't showing for you.  For a more complete description of the functionality, here's a blog post we published when this capability was initially released.
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David Rowley, CTO

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Eytan, the IQTell community is on an old plan (that's also why you don't have the ability to upgrade to the newest version of the community UI).  The assignments & notes functionality isn't offered in the plan you're on.  I'd be happy to have someone contact you about other plan options, if you'd like.  Please let me know, and sorry about the confusion.
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Eytan

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I understand. Yes please do send me some info about our plan options.