Do you want a faster answer to your questions?

As one of our UK users said during our user group meetings - "When I ask a question, I want the answer yesterday"

So we went looking for a solution that would help us meet this request.

We cannot do "yesterday", but the developers of our new community forum claim it can provide an "instant" answer to the most common questions asked by users. This fourm is used by companies like Microsoft, Intuit, and Nike to provide better service to their clients and we hope it will be another boost in our quest to provide the best possible service we can to our users.

Here is how it works. When you type in your question - it searches all the questions that have been asked before to see if the answer already exists and presents you with 4 or 5 alternatives to select from. If one of those alternatives is the same as your question, select it and you have your instant "answer". If not, proceed to post the question and you will be notified when it is answered.

So you can see that the more common the question, the more likely there is to be an answer already available. The more questions that get asked and answered, the more comphrehensive the solution becomes. Our staff are actively answering questions asked on the forum, but feel free to chip in with an answer or two yourself. Or if the answer is unclear, say so and we will clarify it.

There are a number of things I really like about our new community forum:

Respect and Transparency

The Company-Customer Pact which lays down five common sense guidelines on to make the community effective. I will let you read it, but the introduction lays out this goal:

"It is evident that we all have a crucial stake – and responsibility – in transforming the adversarial tone that all too often dominates the customer experience. If we work together and share the responsibility of furthering effective conversation, we can build mutually respectful long-term relationships."

I have bought this pact specifically to the attention of every one of our staff and we will do out best to abide by it. If you feel we are not, let me know and I will make sure we do.

Suggestions for Improvement

Questions often evolve into ideas to improve RxWorks for all users. As you can imagine, we get lots of suggestions for improvements to RxWorks. The difficulty we often have is how to prioritize these requests. We cannot make all of the people happy all of the time - but if you make clear which ideas you really want and which you do not care about - then that will help us please more of the users more of the time.

Sometimes the requests we get from users are almost exactly opposite. If we can use this forum to discuss the pros and cons of each approach - it will help validate the request and make sure we do not upset one user when trying to help out another user.

So where to now?

Our staff are busy entering common questions and answers now - so your question may already be answered. If not, please add it. The more questions asked and answered - the more useful the community will be to our entire userbase.

Since this comunity forum is new to all of us, please feel free to give us feedback. Are we heading in the right direction?

Click here to get started.