As a sysadmin I do not find challenging talking to users, while sometimes I'm asking myself how can they live in our society seeing their reasoning...
However to communicate with the whole world:
- potential public it's too vast to be handled, that's the classic problem of big companies after-sale services;
- spam will be veeery abundant
IMVHO the best solution is just offer an email contact, with a good enough antispam and a large enough pool of people who read the incoming messages. Some users who do not know how to make disposable emails will probably avoid contacting you but that's a minority. Offering to register, without demanding mail/phones etc, again with aggressive policing in pruning if they prefer a personal form to communicate and still being able to read answers. Clearly state that basic accounts are created on the spot and do not demand ANY personal data, mail including, they are just ways to communicate with the public,
Those who do not want to write a real email or to sign up are not interested anyway. If your business is about scraping such cohort of users than an optional login-with-Big&Powerful (GAFAM) suffice.
Offer a VoIP/phone support for paid users might be a good idea, and a complicated one.
However to communicate with the whole world:
- potential public it's too vast to be handled, that's the classic problem of big companies after-sale services;
- spam will be veeery abundant
IMVHO the best solution is just offer an email contact, with a good enough antispam and a large enough pool of people who read the incoming messages. Some users who do not know how to make disposable emails will probably avoid contacting you but that's a minority. Offering to register, without demanding mail/phones etc, again with aggressive policing in pruning if they prefer a personal form to communicate and still being able to read answers. Clearly state that basic accounts are created on the spot and do not demand ANY personal data, mail including, they are just ways to communicate with the public,
Those who do not want to write a real email or to sign up are not interested anyway. If your business is about scraping such cohort of users than an optional login-with-Big&Powerful (GAFAM) suffice.
Offer a VoIP/phone support for paid users might be a good idea, and a complicated one.