Tech Support Via IM
July 16th, 2006 | Published in IM | 2 Comments
If you’re the kind of person who generally gets tech support via message boards, then you might like this new tech support service called Qunu. Odd name, but interesting concept - their goal is to recreate the message board spirit, but in real-time via IM. So, instead of posting your question to a board and waiting on a response, you can use Qunu and get an expert’s answer sent back to you much quicker than via a message board posting. Qunu experts must run Jabber IM software, but Qunu users (the help seekers), just use the Qunu website. Somewhat like a search engine, a help seeker puts keywords into a search box, but instead of traditional search results, you’ll get a list of experts you can chat with. So far, over 1000 experts have signed up. Sounds good in theory, let’s see how it works out.
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July 16th, 2006 at 7:44 pm (#)
I like the idea, but checking out the site, I don’t see any repository for the information that the experts share, meaning that it is likely that the experts might waste a lot of time answering the same questions over and over.
It might be neat if you asked a question and along with a list of potential experts, you got some links where those questions were answered before (maybe the IM conversations could be logged?).
July 17th, 2006 at 12:01 am (#)
hey sarah — thanks for the mention. we appreciate it.
@guru: we’re currently implementing all the things you mentioned. we agree with u: they’re essential.
nice point on answering the same question multiple times. as a qunu expert myself, i’m not often forced to do so. i very often just point people to a URL that will solve their issue that they haven’t been knowledgable enough to find by themselves.
sometimes people just need a quick pointer in the right direction, or someone to give them extra context on a question they have. that’s how quick, live support beats the delayed kind.
Qunu’s going to be an important resource for new users who don’t know how to work forums, wikis or IRC and frankly, are intimidated by them.