Oftentimes, when a community member asks a question, it can go unanswered for lengthy periods of time which makes the inquirer feel ignored and unimportant. To avoid this scenario, escalate each question that is unanswered after a 24-48 hour time period. Once this time period passes, move the question to the top of the list in any mass emails that you send, or even move it up to a priority that incites the help of your customer support team.
- A tip for online community management and user satisfaction is to keep tabs on all the community questions.
- After 24-48 hours of being posted, all the unanswered questions should get filed in a special email digest list.
- Superusers of the online community should be on this special email digest list, to add their input.
“Why not set-up a simple mailing list which all superusers are subscribed to. Any questions which are not answered within 24/48 hours are pushed to the list (in a digest) for your expert members to answer.”
Read more: https://www.feverbee.com/escalate-question/