(For some reason, Replit’s staff members don’t show on the leaderboard for me, but regardless it’s still true)
The truth is, why would Replit’s staff team really care? That sounds extremely rude, and there are some amazing staff members that go out of their way to interact and help the community, but most only do what is required of them. The reason they don’t interact in these conversations is that they don’t face the same problems as we might. They already have all of the benefits of Replit anyway, and most don’t engage because they have no reason to, so why put more work on yourself?
Think about it, we’re basically doing Replit’s job for them, and we get absolutely nothing in return. A simple request to give free users some more storage capacity should be taken to account when some of the most active members in the Replit community can ALL agree that something needs to be done. I could argue that some of the community may even have more experience than some of Replit’s own staff members.
Disclaimer: This isn’t meant to diss any of Replit’s staff, and if there’s anything unnecessarily rude here, I’m happy to remove it.
Exactly! But when you think about it, Replit’s staff members are somewhat equivalent to Replit’s active community. The difference is one gets paid and the other doesn’t. All were asking is some extra storage, and this is for all of Replit’s userbase, not just the Ask community.
Well it varies person to person. Some Replit staff don’t ever need to go to ask for their job so they may not even know about it. Others don’t like forums and rather discord. Others do a lot of work behind the seens so there’s no time to do things like Ask. For example Malcom (Head of Trust & Safty (moderation)) does a huge amount of work behind the seens from helping mods learn, making connections between us mods and other staff and moderating themselves and more. Where they almost only come to ask when somebody asks them to give their input.
I do agree that everybody should get more free users. And yes some community members have more experience on Replit than some staff because I’m sure some staff came of other tech jobs and never used Replit before they applied.
To be fair, he’s right. This forum is completely voluntary and nobody is forcing us to be here. However, you might have noticed that Replit does rely on this forum as their unpaid customer service, so it should be fair we at least get a bit of compensation.
That is an absolutely great idea! Especially because Ask users spend most of their time on Ask, they probably can’t multitask a bounty and developing a project of their own to get tips on when their busy with the community
I agree with you on this; it seems that most (though not all) highly active Ask members don’t do many bounties/large projects. Matt however seems to have time for TL4 and a large number of well-paying bounties, which is an impressive exception to this (I’m not gonna discuss formerly active Ask members).
Hey there! Thanks for bringing up this feedback. I’ll take this personally as a call to post more visibly here, so get ready for some more Lena in your life.
As Ethan and Ray mentioned, a lot of us are doing work behind the scenes to support our users, so although you may not see lots of our staff on Ask all the time, we’re still working hard on the overall Replit experience.
I also want to remind you that you are never obligated or required to be active on Ask! Ask is designed so that users can get and give help with Replit. A lot of the time, that means finding your answer from an existing topic or getting help from someone else who happens to be online at the same time as you.
As with any software company, we have an official support team that triages hundreds of tickets everyday. So, it does happen often that another user might be able to answer a question before a staff member gets to it or when a question doesn’t require immediate response (like a bug or outage would) and so users helping users means that you can all get help a little faster, which I think is a win-win.
I will look into how we can bulk up our moderator program to support our mods as best as we can and ensure that no one is taking on undue burden. If you have any other thoughts, I’d be glad to hear them! Feel free to PM me and we can chat :]
Hi @LenaAtReplit , it’s nice to hear a staff member speaking for Replit, and I totally agree with you!
However, if the number if support tickets are so high and Replit wishes for other community members to help them, I feel that Ask should be promoted more, not just that small hyperlink in the sidebar or a mention on the last page of each lesson in 100DoC. I feel that if Replit were to promote Ask more, the number of support tickets could go down as people will approach Ask more, lessening the workload for the Support Team.
I think the opposite will happen. I think it would lead to more bug reports and the active people that come wont out way it. Thats at least my guess. Now that’s not to say it shouldn’t be promoted more :)
In my opinion, it’s better for a business like Replit to make it easy for users to report bugs and create support requests than to make it harder for users to report bugs, even if making it easier increases the average time it takes for issues to be resolved. If Replit employees don’t check Ask often enough, Replit could simply use Discourse’s chat functionality instead of Slack for internal communication (so they’d be more likely to see and respond to topics that they can help with).
Totally agree. A forum should be for building a community and not replace support (which is my take on ask these days). However, I rather have Replit now work on providing some decent performance instead (not that I expect that to happen).