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Сan a discord channel replace support?

Ksusha
7 replies
Hello there! It's Ksusha from AppstoreSpy, a simple app market intelligence tool. We're putting a lot of focus on onboarding and support right now. I think using a Discord channel would be a great way for users to ask questions, provide feedback, and communicate with our team. It's an opportunity to bring users together, seek their support, and get them more involved in our product. If you have any relevant experiences or insights, we'd really appreciate it if you could share them with me. Thank you in advance! 🙏

Replies

Oscar Mairey
Depends if your customers adopted discord or not. If yes then it's a wonderful idea!
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Max Yamp
Yes, you can do it pretty easily with Ticket Bots. I will enable a ticketing support system in your discord.
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Marcos Dominguez
Launching soon!
I think the key to interacting with a community is the ability to solve problems without adding others. Discord has great advantages, but forcing your audience to use a tool that may seem difficult to access only worsens the relationship with your audience. That being said, discord is a great tool for community management. I think support has to be the most direct channel possible.
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Ksusha
@marcosd_followr thank you for the answer! I agree that Discord is great for managing and gathering community. Probably the right answer is to do support and to do Discord, so everyone could choose the most comfortable way of communication for themselves :)
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Neha Khan
I think it can, as it would create an impact of one on one connection, also your whole community can sit in a single pannel to resolve customer's issue
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I am doing support on Discord for my app, so I can tell you the pros and cons: Pros: - you can manage traditional support, publicly in channels or via ticket systems (there are several 3rd party bot options available). I do not recommend supporting publicly in channels because it may ping other members of the server. When my users ask for support in a public channel, I give them an answer in a private thread if they have very specific issues, I only reply in the public channel if the whole community can benefit from my answer (see next point) - other users can easily search for previous questions and answers without contacting support - in the most active communities, other users support each other, which is less work (and easier to manage with time zones) for staff - in some cases, it is also possible to ask for volunteers in the community to help with support - if your customers is already on Discord, it is a low-friction proposition to join your community, and while you might just be one of 100 other servers they joined, you are only a notification and click away from them (as opposed to a traditional forum or support site which they will never see again unless they have another issue) - this allows you to use Discord not just for support but also for other communications, community building (events, giveaways) or for you to collect feedback from your users (our app Subo.ai can help with that). Cons: - your users will join without providing personal data or email. While this reduces friction, you will not build an email database for a newsletter or other purposes just with Discord - if your users are unlikely to be on Discord already, Discord is kind of a steep learning curve. - if your server is too noisy or doesn't bring enough value, your users may mute it. They will still be members, but it's unlikely your messages will reach them. I hope this is helpful.
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