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An Important Update About the Optimizely Community Forum

aautrey4 06-07-19

An Important Update About the Optimizely Community Forum

[ Edited ]

The Optimizely Community Forum will be sunset in September 2019 in favor of better support solutions.

 

After a thorough analysis of how users are engaging with the Community Forum platform, we found that this channel was primarily being used for technical support, and the turnaround time on those responses was slower than contacting Support directly.  Approximately 90% of the Community Forum posts were technical support requests, while less than 10% were posts either requesting new product features and enhancements or optimization best practices.

 

Only one third of the support requests that were made in this channel are marked as solved.  In addition, it takes on average 24 hours or more for the request to get a first response, and then several days for it to be marked as resolved.

 

In order to serve our customers better, we are directing Community Forum members to these alternative channels that will provide a better customer experience:

 

  • Want to continue developer conversations?
    - For technical documentation, go to our developer documentation home page.
    - For developer-related questions, you can ask our Optimizely staff and larger developer community by posting a question on the Optimizely tag of Stack Overflow.
    - If you've built something interesting you'd like to share, open a pull request on our Optimizely Library.
    - If you have a particular issue or suggestion for an improvement on an SDK or any of our open source repositories, open an issue on the relevant Github repository


  • Need Product/Technical Support? File a support ticket. Filing a standard support ticket means you’ll get a solution response faster, custom to your needs, and straight from our award-winning support team. Priority support includes additional channels like phone support and ensures responses are answered even faster. If you are interested in learning more about Priority Support, please click here.

 

  • Have an idea for a product feature or enhancement? Reach out directly to your CSM or through the support form. Both of these channels feed into our internal process. This ensures the idea is evaluated and prioritized appropriately in Optimizely’s monthly product meetings.

 

  • Want to learn more about optimization best practices? Join us at this year’s Opticon ‘19, watch our Webinars, read the Blog, and learn and discover on the Academy and KB.

 

Any high-traffic Community Forum posts that are still relevant will be rehosted on the appropriate channel (e.g. blog, KB, Stack Overflow, etc.).

 

More updates will be posted closer to the sunset date. Please feel free to share any feedback you have with customereducation@optimizely.com.

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