I don’t have experience with Enterprise Grid but shared channels are absolutely amazing. We have shared channels with vendors, partners and customers and across all functions I haven’t heard a bad word about them (except that only IT can set them up but that might be a permission thing on our side)
Shared channels are a godsend for startups trying to figure out their support story. Forums have been long known to suck, shared channels are much more responsive.
There are obvious downsides but the benefits outweigh them. I really don't want to go back to forums and email for customers.
