Email support is doomed

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Friday, December 4. 2009

Posted by Filip Rachunek in BrainKing News and Events at 17:20 | Comments (3) | Trackbacks (0)

Emails are not reliable. There is too many spam these days, some sources claim that it is about 96% of all sent emails.

To address this problem, we prepared the following improvements for BrainKing 3.0:

All interaction and communication between BrainKing users and administrators will be done through BrainKing pages.

Regarding the previous point, the mailbox info@brainking.com will be no longer monitored and probably replaced by something like noreply@brainking.com to indicate that nobody would read a reply to a system generated email (account creation confirm, etc.). Such emails would contain instructions how to contact us properly.

Contact Us page will use a ticket reporting system instead of sending emails, mostly because there are still many people who do not read the description "we speak English and Czech only". A ticket system (similar to Bug Tracker) should ensure that your request would not be filtered out by an anti-spam email filter and if you use a language we do not speak, it should be easy to assign a volunteer translator who can provide us a translation.

Additionally, a secret question/answer function could be added to the password recovery feature, in order to eliminate the need to send password recovery emails that could be actually sent from a phishing site. Furthermore, it is not a rare situation when such an email, even properly sent by BrainKing, never reaches the user's mailbox because of anti-spam filtering.

As a result, the only emails generated by BrainKing should be the ones confirming that you created your BrainKing account successfully. When people know that any other emails are probably scam, there is a good chance to increase security of their BrainKing accounts.

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On the same subject, i got one of my computer magazine emails the other day. It was all about the fact they think e-mails will be obsolete within 10 years anyway.
I know Mozilla are already working on something now, which will be something like Gmail (have a chat system built in), though i can not find the info on that right now, but basically it will learn for itself which are REAL messages (or emails as such), and not scams by knowing who is in you address book, who you have sent mail to before or received it from. Then it will prioritise them as such, but this is in early development. I will try to find the stuff on it

#1 madmonkey on 2009-12-05 17:08 (Reply)

A problem we could face is when the site is down or extremely slow (as it was for me yesterday´s night).
Trying to send a message to Fencer took me more than an hour and I wasn´t able to send it.

#2 tenuki on 2009-12-05 21:06 (Reply)

That is funny my friend, it was the same for me. I did a speed check and elsewhere i was getting over 10mbs, but BrainKing it was back to the old dreaded white page of years ago.
In answer to you point, this is why Fencer opened a Facebook page for Brain-King users a while ago. Of course if it happens while Fencer is asleep, there are not many who go to the Facebook page so it could even take a while on there.
Here is the Facebook page:
http://www.facebook.com/group.php?gid=102006504268#/group.php?gid=102006504268

#2.1 madmonkey on 2009-12-05 22:05 (Reply)

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