eForum

Build a collaborative online community to share valuable ideas and discuss complex questions

Develop a strong loyal user base by enabling end users to interact with each other in online discussion boards with eForum. Powered by the philosophy that a shared environment offers a heightened experience to end users and a cost-effective model to companies, eForum opens the lines of communication and allows users to share answers, ideas and insights, and discuss complex questions and resolutions.

Benefits

• Keep end users engaged and enable them to discuss new issues or existing topics
• Deflect unnecessary service requests and reduce the overall volume of tickets
• Discover which topics are significant to end users and use these to create relevant and timely support content

Key Features

Customizable setup
Create multiple discussion forums to meet the needs of different users and user groups

• Set up an unlimited number of moderated and unmoderated forum categories with its own customizable category icon
• Allow end users to personalize their online profiles to include email, title, image, and avatar

Alert users to important information
Use eForum to inform end users of Support Desk messages and noteworthy postings to discussion forums

• Broadcast announcements to all discussion categories
• Mark important discussion threads so they remain visible to all users browsing that category

Receive notifications and nightly digests
Send automatic notices to keep users informed and engaged in relevant topics and postings

• Highlight discussions that are of particular interest and be notified by email whenever a reply is posted
• Receive nightly or weekly digests to keep up to date on discussions that are of interest

Facilitate moderation
Discussions may be facilitated to make certain that content is applicable and appropriate to the forum

• Ensure the quality and relevancy of all posts
• Add all new posts and replies to the Pending Discussion Queue to be approved by the moderator before being posted for public viewing

Assign points to valued content
Use a trust system that allows users to assign points to authors’ posts

• Enable participants to build their reputations within a discussion
• Filter out unhelpful posts and hide replies that fall below a certain trust level