Crazy to think that this has been sitting on the ideas board for two and a half years with no action! Clearly a valuable tool in meeting customer expectations and improving KB articles.
Status: In Development
Status history
You are absolutely right EDavies22. How can we get Hubspot to take notice of what their customers want?
@AStaffordFMN How can you tell what KB article the customer is giving feedback for? Do the analytics/performance insights track the source of the feedback based on article URL or do you need to create a new feedback form for each individual KB article?
Ho folk,
The work around that I use to do this is to add a standard short paragraph at the end of each article, which I saved in a doc so I can copy and paste. The text invites feedback, etc, whatever wording you want. I use the same wording for each article, and put it in a callout Note box, below a horizontal line.
As part of the text I insert an email link that goes back to our support team. I edit the link for each article to show the header, or abbreviated header, of the article, so if a customer clicks to reply, the email subject is automatically populated.
Just another work around while Hubspot get round to looking at the enhancement we all want!
@nthatcher-airbr hubspot seems to track the page that you have put the form on and when you get the email it provides the name (and link) back to the article page. You just need one form and can then add to any page you want. I am adding to ones that get a few hits on the unhelpful rating but you could add to every page if you wanted to. It’s crude but it works.
It would be nice if we could trigger this form based on the No button for the article rating but I haven’t been able to work that out as yet
Great idea, I think your system is far better then mine - I will take some time to implement that, thank you.
I think this is a great idea and definitely a need. In the HubSpot Knowledge base, they currently have this functionality.
This option would be very useful for our clients. Is this something we could see for 2023?
On Moz’s support site, their “Was this helpful?” has a mulitple choice setup as opposed to the simple “Yes” or “No.” They’ve also included their Roger MozBot mascot into the design, which is frankly amazing and a great callback/branding.
The same idea sprang to mind because we had our visual designer create our custom chatbot, so it would be cool if functionality existed for us to:
- Add the multiple choice option for how helpful or unhelpful the content was.
- Pull in our chatbot into this component as a little easter egg.
Yes! Since it’s in the HubSpot Knowledge base, hopefully, it can be just made available in Knowledge base for Service Hub.
hey team, any update on this?
Just indicating that an article is not helpful does not provide any actionable feedback for our customers to work on. At the very least, can we have a standard template (e.g. reason a, b, c, others) when a visitor clicked on “No” so that we can get some feedback on why that is so? Of course, a custom form would be even more ideal.
Thank you!
Yes, it’s a basic requirement!
If it’s available for the reader, they are far more likely to use it and give us valuable feedback than asking them to send an email, even with a link in the article to do so.
Please, Hubspot - can you provide this small feature??
This feature should be considered as we can’t know why a specific article is not helpful.
Users should have the ability to leave a comment for us to improve the content.
Hi @JoeMayall
Would you be able to look into this again? It looks like there are still people interested in this idea being implemented. This would be a great win for HubSpot.
Thank you!
Spoke to HubSpot recently about this as I was looking to find out why a customer thought a page was unhelpful. To us, it answers the questions required but if we should include something else, it would be handy to know
Hi,
This feature about more detailed feedback from an article in the Knowledge base is essential!
I understood it is available in the Hubspot Knowledge Base itself and easy to integrate for all Knowledge Bases.
Any updates or planning?
This point is very urgent
@hubspot Why do you have a better version of it on your KB than what you have available for your customers?
This would definitely be a useful tool. Reached out to HubSpot as they have this feature on their own knowledgebase so clearly they think it’s useful as well, just not for us.
This feature is very needed. What is the point of having the rating if we cannot improve when it’s marked as “unhelpful”?