The Tech Support of the Crowds

professorhojo writes "News.com reports on an innovative new use for instant messaging, meant to connect up strangers who need tech support with experts in their field. From the article: 'In my experience, the best technical support on any product will come from somebody who actually uses and likes the product, not a paid support rep following a script ... If you can't wait for a response in a message board, you can try a new service, Qunu, which is trying to replicate the message board community spirit, but in real time. [It] connects you via instant message to an expert on the topic you need help with. We already know that crowds are wise. They're altruistic and they love to talk, too. Qunu harnesses that.'"

Comments

The world is a better place but what about..

[OlivierB]

Liability/support (for the one seeking help) and compensation for the one helping?

If somebody gets some good advice, and later needs to build something on what was already done, won't he need to explain to however is now the selected expert at Qunu what his problem is/was, what the Qunu expert helped him achieve etc.. Basically this guy will have no client file/historical so that whoever comes in later can pick it up from there.
What happens if the next expert dissagrees with what the previous expert said to be done? The one seeking assistance will be confused as hell!
Also what happens when the advice received causes a problem downstream, who's gonna get the end-user out of his misery?

On the other side, experts don't mind helping out on forum boards, and I think that the thing that makes this cooperation possible is that there is no one-to-one relationship, experts won't be necessarily reading the board all the time nor will they need to answer something they don't like/want to answer. Also they choose when they wnat ot respond.

With IM you are dictacted what problem (within a given field I concede), who you answer to and you are compelled to answer (we all know it is impossible to resist talking to somebody on IM, whereas emaied responses can more easily be delayed).
The other problem is that you won't be using this while at work (not if you are honest with your employer), nor will you want to sit at home waiting for somebody to ring you; imagine this is like doing helpdesk support on the WE in your spare time, for zit, nada! ouch.
For all this added stress/difficulty, what does the expert get? Nothing besides gratitude as far as I can tell.

All in all I think that this is a bad idea for anything else than a casual "how do you remove red-eyes in Picasa", "or what do I need to open *.rar files".

Guys please tell me how this would appeal to anybody else than the ones seeking help.

Btw; Qunu sound exactly like "cul nu" in French which means bare-ass. Funny translation I know but makes me think that's what ones seeking help are in for if things go sour.

Re:The world is a better place but what about..

[qunu2]

Hi Olivier,

1) remember that Qunu is still 'alpha', so there are lots of 'things' that haven't been addressed, the persistence of chats being one of them.

2) Qunu isn't for everyone, that's for sure, but for those _require_ an instant answer. If you don't mind waiting for hours, forums and emails are fine, but if you need a reply right now, they aren't.

3) It may not be obvious, but Qunu isn't just for tech support. For various reasons we've chosen to start there, but that's about it.

4) Experts are on Qunu simply because they want to provide instant help to others. Other than forums, the requests come to you, and with your presence you decide exactly when you are available. This will be fine-tuned as we go along.

5) We're aware of the French 'translation', which I personally find rather hilarious! I guess unless you have a really obscure name, there's always a chance that it sounds funny in some language. We're happy to live with the 'bare ass' for now - it's up for each one to decide if they're the one wanting to be spanked or doing the spanking. Most will probably just watch - in true French tradition ;-)

6) "... how this would appeal to anybody else than the ones seeking help." Well, that you have to ask the over 1300 experts that are already signed up. Over 6000 help sessions donated in what clearly is an alpha test period speaks for itself. It may be worth remembering that we've put time and money into a concept that we're testing in IT at the moment. It may fail there - although I doubt it will - but IT isn't the world. And that's what we're after, so stay tuned and perhaps enjoy the ride with us. It's been great so far!

7) Qunu is free for now, and it always will be, but this doesn't mean that soon Experts won't be able to bid for 'business' that cannot be done in a quick chat. Take that outside tech support and your eyes may open up REALLY wide. ;)

How do you avoid spam IMs?

[CurtMonash]

"I'll accept IMs from anybody who needs help with issue XYZ."

"Hello, my name is Honeypot. I have issue XYZ, and I'm a hot, horny 21-year old blonde with big boobs. I'm just sooo grateful for your help. Click here to make a date with me so I can thank you properly!"