hen you give users a place to voice their concerns and issues, they’ll connect with each other, solve problems, and offer tips. This is beneficial, especially when a problem can be solved in multiple ways.
You’ll see this with WordPress themes when there are thousands of downloads. For example, the X The Theme from ThemeCo has a forum for people who purchased the theme to help each other.
Matthew-Cox-Envato-after-sales-service“Generally, there’s the “multiple-birds with one stone” factor. Meaning in a close support system, any advice given is lost behind the privacy of one-to-one emails. But with an open support forum, customers can self-serve by finding answers to questions already asked. But, the real magic of support forums occurs when customers take it upon themselves to help each other, rather than relying exclusively on the product owners.”
Matthew Cox, Community Manager at Envato.