The other thing to consider is how customer support is delivered via social media platforms, which might add a little more context to my previous comments.

Community forums offer a crowdsourced approach to technical support, which for the most part is very successful, because it involves like-minded people sharing their knowledge, based on their own experiences of a particular product / service. But every time a comment receives a kudos, or is accepted as a solution, people are subconsciously “sorting the wheat from the chaff”. That may seem like I’m being dismissive, but I’m talking about community forums in general, not this one specifically.

In some respects, it could be argued that it creates an unhealthy competition amongst community members. But that’s probably a discussion for another day.