Our newest service is QuestionShark, a customer support platform that makes it incredibly easy for businesses of all sizes to collect and manage customer inquiries and feedback.

Support Topics

Customers can classify their support topics as questions, issues, suggestions, compliments, tips, or conversations.  Support Reps can also post announcements.

Actionable support topics can be assigned to specific Support Reps and also have a status so everyone can see the state of each support item.

Customers can vote up suggestions, questions, and issues so the company can see the most requested ideas or hot button issues.  

Each topic can be set as public or private. When private, only the author and Support Reps can view them. When public, other community members can view or post to them.

Real-Time Updates

We are so fanatical about support ourselves that one thing that used to happen to us frequently when assisting our own customers was that two of us would respond to a customer at the same time, since we had no way of knowing when each other was posting.

To solve that, we added support for real-time updates.  Whenever you are on a support topic, you'll see if someone else is composing a reply or is there is new activity on the site.

This inspires confidence in customers and prevents support reps from stepping on each other's toes.

Whispers and Forwards

QuestionShark is about much more than setting a status on a support topic. It's about creating efficiencies though collaboration.  Support Reps can pos private whispers on topics that only they can see.  One rep can help another answer a question and the whispers are displayed inline on the topic so the context is always evident.

Reps can also forward support topics to each, which can be really handy when a tough topic/ticket has onerep stumped and he needs assistance.

Post By Email

QuestionShark supports both post by email and reply by email.  With Post By Email, you can allow your customers to submit new topics anytime via a special email address.  Those users do not have to register on your site in order to do so. 

Similarly, customers can reply to topics directly via email.

Mobile-Ready

QuestionShark has a mobile interface, just like our other services.  Anyone accessing a QuestionShark site via a mobile browser will receive the mobile interface automatically.

Widgets

Use widgets to call our recent support topics, your product list, FAQ, and/or documentation. These widgets can be embedded on outside sites if you wish to promote your support content elsewhere.

Special Lists

Prebuilt lists give both customers and support reps instant access to the content they care about. These lists include: Topics You Created, Topics You Follow, Open Topics With No Replies, and more.

Customizable

As with our other services, QuestionShark is very easy to customize. From the headers and footer, to your own custom theme, to custom menus and profile fields and permissions, you are always in control of your site. It's your brand and your rules.

Pricing

QuestionShark is a hosted service and pricing is based solely on the number of Support Reps you have.  All plans include unlimited disk space, bandwidth, page views, posts stored, and members.  Pricing starts at $99/month for 5 support reps.

Note that QuestionShark is also available as an add-on for our comprehensive community platform, Hoop.la.