Quote:
Originally Posted by Masque
To do it as a type of First Line Forum you would have to make the forum completely private and you would be answered individually but even they would end up in a queue as the oldest would still be answered first and this is gets away from the community type forum they want as many issues can be answered by other members as is the case here.
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Let's not throw the baby out with the bathwater.
I'm not proposing that they go all-out and make it a primary first-line support service. Clearly most people want to talk to a human on the phone (preferably in Liverpool, Swansea or Bellshill as opposed to Bombay, Bangalore or Delhi, but you can't have everything you want).
But where people do choose to post for help on a community forum, Virgin Media needs to make an intelligent assessment of the level of help those customers are actually getting. That means a qualitative assessment of the other posts in the oldest threads, not merely scanning last post dates and assuming that the priority issues are all to be found in the threads that have been dormant the longest.