Stripe: Introducing Answers • Hacker News Board

Re: Stripe: Introducing Answers

#11

Post by greattypo » Fri, Mar 23, 2012, 2:47 AM UTC

Cool ethos, but I question how well the 'no ticketing system' goal will scale..

Re: Stripe: Introducing Answers

#12

Post by collision » Fri, Mar 23, 2012, 2:56 AM UTC

greattypo wrote: post #11

Cool ethos, but I question how well the 'no ticketing system' goal will scale..

To be clear, we're only against ticketing systems that worsen the experience for the user. Ticketing systems on the backend are great, but having an automated mail system spew at you is a less-than-ideal experience. Email from real humans is what I want as a user of a support system.

Re: Stripe: Introducing Answers

#13

Post by prateekdayal » Fri, Mar 23, 2012, 3:59 AM UTC

collision wrote: post #12

greattypo wrote: post #11

Cool ethos, but I question how well the 'no ticketing system' goal will scale..

To be clear, we're only against ticketing systems that worsen the experience for the user. Ticketing systems on the backend are great, but having an automated mail system spew at you is a less-than-ideal experience. Email from real humans is what I want as a user of a support system.

I would love to know what you think of our approach to customer support at http://supportbee.com. We have focused on simplicity and making sure that to a customer everything looks just like regular email.

Re: Stripe: Introducing Answers

#14

Post by c4m » Fri, Mar 23, 2012, 4:01 AM UTC

Cool! Super small nitpick: There's a space missing in the alert that shows when you upvote/downvote without being logged in:

> Sorry, but anonymous users cannot vote.Please login or create an account here.

Re: Stripe: Introducing Answers

#15

Post by barmstrong » Fri, Mar 23, 2012, 4:17 AM UTC

fosk wrote: post #4

It would be cool to open-source it.

I recently created http://ribbot.com for this exact purpose.

And it's open source: https://github.com/barmstrong/ribbot

It's great to see companies adopting this model for support (validates my theory) and it looks like Stripe has stepped it up a notch design/feature wise which I think can inspire ribbot. Ribbot.com (hosted version) also supports custom domains etc.

Re: Stripe: Introducing Answers

#16

Post by barmstrong » Fri, Mar 23, 2012, 4:17 AM UTC

Tawheed wrote: post #5

fosk wrote: post #4

It would be cool to open-source it.

Totally, a simple answers site like this is seriously in need. I wouldn't even mind paying $9/month for something simple and elegant and easy to brand like this.

Checkout http://ribbot.com

Re: Stripe: Introducing Answers

#17

Post by naz » Fri, Mar 23, 2012, 4:33 AM UTC

c4m wrote: post #14

Cool! Super small nitpick: There's a space missing in the alert that shows when you upvote/downvote without being logged in: > Sorry, but anonymous users cannot vote.Please login or create an account here.

Fixed! Thanks for pointing this out.

Re: Stripe: Introducing Answers

#18

Post by ylem » Fri, Mar 23, 2012, 7:19 AM UTC

What did you guys use for clustering similar questions?

Re: Stripe: Introducing Answers

#19

Post by snprbob86 » Fri, Mar 23, 2012, 7:21 AM UTC

collision wrote: post #9

fosk wrote: post #4

It would be cool to open-source it.

We're actually using OSQA on the backend which, as you might guess, is open-source. http://osqa.net

That's some mighty fine skinning work you guys did there!

Re: Stripe: Introducing Answers

#20

Post by sahirh » Fri, Mar 23, 2012, 8:48 AM UTC

barmstrong wrote: post #15

fosk wrote: post #4

It would be cool to open-source it.

I recently created http://ribbot.com for this exact purpose. And it's open source: https://github.com/barmstrong/ribbot It's great to see companies adopting this model for support (validates my theory) and it looks like Stripe has stepped it up a notch design/feature wise which I think can inspire ribbot. Ribbot.com (hosted version) also supports custom domains etc.

Love the minimalist interface. Perhaps a little more differentiation between comments (becomes a bit hard to read when the comments are nested). We'll definitely use this.