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Can I get some support, around here? For many companies, the use of an online community's first goal is SUPPORT. In this day and age, customers turn first to the Internet to find a solution to a problem or answer to a question. It is no wonder that more and more companies rely on their online...

For many communities - especially those oriented toward support or Q/A - metrics about how quickly users received a response to a post, or how quickly a posted question is answered can be extremely valuable. Some common questions we can use metrics to answer are: Are my users receiving responses...

Answer rate information is located on the Support tab of Telligent Analytics 3.0. The Answer Rate report breaks down the percentage of questions being answered in your community forums, as well as how much time elapses, on average, before the questions are answered. The Answer Rate line chart has...