DON'T TRUST WHAT YOU SEE BELOW, WE MIGHT HAVE LED A CROOK RIGHT TO YOU isn't a great message to be sending to a customer, especially at a time when they're looking to address a problem. We wouldn't put wording like that in ad copy or other customer facing material. It would be fascinating to see some data on larger boards on the usage of private messages. How many messages are actually useful in solving the customer's problem (and restoring feelings towards the company) vs how many are: scams, negative voices ("Good luck getting that fixed! What a stupid question! Send me your picture!"), or incorrect answers that leave the customer further confused. I'd think all of these things would be better addressed in the open. For companies that still decide PMs are worth it, are there any tools in the works (or available now) for applying machine learning to Private Messages and routing messages that score as scams or abusive to a moderator?
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