Announcements and thoughts from the town hall

This morning we held our first ever formal town hall chat, which was completely open public. We went into not really knowing what to expect — was anyone even going to show up? We knew there were inherent risks, especially making it completely open to the public, but we also believe in complete transparency. Thankfully the town hall went off nearly without a hitch; in fact, the biggest struggle we faced was that the chat room was entirely filled before the town hall was even scheduled to start.
Out of this town hall, the biggest story was the announcement of USA based phone sales and support, which will be available to all customers free of charge later this month. Some of our technicians have already jumped into the ticket queues, so it’s possible you’ve already had a quick chat with them. We will have toll free numbers for both USA and UK based customers when the system goes live. We hope that our customers find that phone support to be a pleasant and helpful experience and we anticipate hearing feedback from our customers.
Looking back at the town hall, it should be considered a great success, drawing in over 100 guests, only limited to that due to the chat room. Taking away the experience, there’s a few things we can do it in the future… and there will be future town halls!

• Utilize a chat software for our town halls that allows for an unlimited amount of guests.
• While we love openness, and aren’t easily offended, we know that some customers don’t share those same traits. Future chats will need to use additional moderation tools.
• Do not allow images. Perhaps we were a bit naive when we failed to notice that the chat software allowed anyone to upload images. While our guests all behaved themselves for the most part, we know that won’t always be the case.