Chris Rothbauer (redfarmer) wrote in suggestions,
Chris Rothbauer
redfarmer
suggestions

Proposal For Creation of User Realtions Team

Title
Proposal For Creation of User Realtions Team

Short, concise description of the idea
Create a volunteer team dedicated to ensuring the satisfaction of users.

Full description of the idea
Your most unhappy customers are your greatest source of learning.--Bill Gates

This suggestion stems from a post on the lj_biz community.

As LiveJournal grows more and more, it will become more and more self evident that a team is needed that is dedicated to soothing the fear and anger of users. Although the current level of service among the staff and volunteers is excellent, steps can be taken now to ensure that it stays that way in the future. A natural growing pain of a growing site is that it will experience downtime and other problems. There is no way to prevent this from happening. We can, however, do our best to "soothe" our users. This will ensure that more paid users renew their paid time and free users see a reason to upgrade.

Where the current system relies on support to assist these customers, this new team would have their own category in support. Additionally, the team would be headed by an administrator who has extensive customer service and LiveJournl support experience and would be in close contact with the president, senior developers, abuse team, and other senior staff to ensure that user's concerns are handled in a timely and orderly manner. The specific details of the duties of the user relations team and administrator would be listed upon acceptance of this proposal.

An ordered list of benefits

  • User satisfaction would increase as users saw that LiveJournal cares what they think.
  • More paid users would renew their time.
  • More free users would see the benefits of upgrading.
  • Most importantly, LiveJournal would be able to learn how to make its site better for the user.
  • An ordered list of problems/issues involved

  • Volunteers would need to be recruited.
  • Word would need to be spread that the team is in exsistence.
  • Some might be resistant to change.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • Post a notice to lj_support asking for volunteers for the new team.
  • Make a list of responsibilities and duties of the new team.
  • Add a new support category.
  • Get the word out about the new team.
  • Tags: customer service, § implemented differently
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