How were you managing your community before?
We had a team of around 6-7 community moderators.
What were the challenges faced in regard to community management back then?
Repetitive questions and queries were taking a lot of resources to answer, and response time was not the greatest.
How long it took you to get started with AwesomeQA?
Not long at all. Just install the bot and let it do its thing. It took a little bit for it to grab some context, and to teach it what responses are incorrect, but after that it required very little training or intervention.
How were those challenges resolved after adding AwesomeQA to your community?
While we still do 1:1 help, AwesomeQA has cut down on the amount of support requests we get and gives answers most of the time to common queries and questions.
Response time is nearly instant, and if it doesn't have an answer, it encourages them to open a ticket which is exactly what I want.
How was your customer support experience with AwesomeQA?
Excellent. Syed and Alex were really helpful early on when I had questions about getting it set up optimally for our use case.
👍 upvote ratio
happy community members
"The majority of answers are liked by community members and are very helpful!"
What would you say to people who are too afraid to use a support automation solution fearing their community might not accept/like it?
Nowadays most people are very supportive of the automation solution as long as it provides high quality answers to their queries.
How has been your overall experience with AwesomeQA?
Excellent!! and it keeps getting better.