Feedback on Forum Moderation, Support System, and Pricing Model
Dear OpenAI Team and Community,
As an engaged user and supporter of OpenAI, I would like to share some constructive feedback on the current state of the forum moderation system, support structure, and pricing model. My goal is to highlight areas where improvements are urgently needed to enhance user satisfaction, trust, and OpenAI’s long-term success.
1. Forum Moderation System
The current forum system, powered by Discourse, has significant drawbacks that hinder meaningful engagement:
- Unclear Structure: The interface is more akin to a social media platform than a traditional forum, making it difficult to navigate and keep track of discussions, replies, and categories.
- Overloaded and Confusing Design: Users often feel overwhelmed by the layout, which prioritizes a stream of updates over clear categories and threads.
- Performance Issues: Browser crashes and high CPU usage on specific pages significantly diminish the user experience.
Suggested Improvements:
- Consider Alternatives: Platforms like phpBB or WoltLab Suite Forum 5.0 (Burning Board) are industry leaders with over 20 years of experience.
- They offer clear, structured layouts focused on categories and threads, making it easy for users to find and participate in discussions.
- Both platforms are highly customizable, with robust moderation and administration tools.
- Prioritize Usability and Performance: The focus should be on creating an environment where users can quickly find and contribute to relevant discussions without technical hurdles.
- Enhance Moderation Visibility: Moderators should have a clear presence and tools to manage flagged posts effectively, preventing misuse of the flagging system.
2. Professional Support for Paying Customers
Unlike platforms like Facebook, OpenAI offers paid services. Customers paying €20, €50, or even €200/month expect professional, high-quality support, not a system that relies heavily on automated moderation and community reporting.
Challenges:
- Lack of a clear way to escalate issues to a moderator or support representative.
- No visible or functional Support Forum, as previous sections have been replaced with FAQs.
- High-paying customers feel undervalued due to these gaps.
Suggested Improvements:
- Professional Phone Support: Introduce a dedicated phone support system for paying customers, allowing for immediate assistance with urgent or complex issues.
- Key-Account Managers for Pro and Enterprise Customers: These users should have a dedicated point of contact who can assist with onboarding, troubleshooting, and maximizing their experience with OpenAI’s services.
- Reintroduce a Dedicated Support Forum: Create clear categories for technical issues, account problems, and feature requests.
- Hybrid Chat Support: Simple queries can be handled by AI, but complex issues should be escalated to human agents for a personalized resolution.
3. Pricing Model Adjustments
The recent changes to pricing plans, especially the introduction of the €200/month Pro plan, have raised significant concerns in the community.
- The features offered in the Pro plan do not justify such a steep price.
- Enterprise customers already have tailored solutions, making the Pro plan less appealing to businesses.
Suggested Improvements:
- Return to a tiered pricing structure that appeals to a broad range of users:
- Basic (Free): For casual users exploring AI.
- Plus (€20/month): For individuals needing high-performance AI.
- Pro (€30-50/month): Includes tools like Sora for content creators and team collaboration, with the option to add team members for €5-10/month each.
- Enterprise (Custom Pricing): Tailored for large businesses, including exclusive support and dedicated Key Account Managers. Pricing could range from €1,000 to €2,000/month, justified by operational savings for these clients.
- Ensure transparent communication about the value of each plan, so users understand what they are paying for.
Why These Changes Matter:
- The Competitive Landscape: With numerous AI providers offering similar or better services at lower prices, OpenAI must differentiate itself through superior customer experience and transparency.
- Customer Trust: Dissatisfied users will seek alternatives, which can damage OpenAI’s reputation and growth potential.
- Sustainable Growth: A robust support system, fair pricing, and clear communication are essential for retaining customers and fostering loyalty.
My Offer to Help:
With my experience in customer service, community management, and scalable solutions, I am confident I could assemble a team to address these issues within weeks.
- I can help select a better forum platform, recruit and train moderators, and establish partnerships with professional support firms.
- My goal is to rebuild trust, streamline operations, and make OpenAI the gold standard for AI accessibility and ethics.
Final Thoughts:
This is my second and final chance extended to OpenAI. I hope the leadership team and community will see the value in these suggestions and take swift action. Transparency, respect, and fairness are non-negotiable. If these issues are ignored, I will have no choice but to seek another platform where my expertise can make a difference.
I look forward to your feedback and hope this sparks a meaningful discussion about how we can restore OpenAI to its former glory.
Sincerely,
Gabbahead