a suggestion? yes >>> that Avast would have two technicians, ie Avast Technicians, constantly monitoring the forums, moderating, answering etc...
This is not the point. You must read and understand the situation as posted by Vince and Vlk. The problem is how to support people that does not know how to enter into a forum to ask for help. The point is telephone support. Constructive solutions. Innovation. The forum is not the solution for this particular issue.
I knew you were gonna say this but I just don't agree about reducing the issue to what happened with ticket submissions, and would rather consider the forums as the first platform of support for everyone, from noobs to advanced users, may be with new sections for basic help etc...
As to your advice, thanks, but I read the posts
Adding: it's too easy to just let go, let the forums in the hand of just users, and have the Avast guys intervene only during beta testing phases. The third party solution offered by Avast is still another way to escape the issue. See what Microsoft finally did with Technet forums, see what Google is doing with Chrome/Gmail etc... forums...there's a lot Avast could learn from these experiences. The original software provider must be present on all fronts, period, even to address non-technical issues posted by noobs...could be also done with canned messages, a wiki, an IRC etc...and certainly not by redirecting people to a company that will do its best to sell them their crap (even if the so called "support" remains "free" beyond the 30 days trial period initially announced).
Avast also needs to have, as I mentioned in another thread earlier, people paid to respond to requests sent through mail tickets, people paid and people with required skills, and not the girl typing letters and doing the photocopies answering the phone : "Hello, welcome to Avast!" >>> "bye, and have a nice day
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