Allow Specific Feedback on Knowledge Base Articles
Present visitors who mark a Knowledge Base article as unhelpful with a form to submit specific feedback as to why the article was not helpful. This would allow us to actually address the issues that visitors are experiencing.
Idealy with the feedback form would allow for the option for both multiselect choices of common issues and open text fields for more specific feedback.
Would be great to be able to see this feedback data from the Knowledge Base Insights dashboard.
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.
I totally agree. Given that this is a feature that Hubspot already have for your own Knowledgebase, it seems obvious that your customers would want it too! Please add this function.
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.
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.
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.
We were getting tons of JUNK unassigned Contact records from KB Feedback submissions. I think most are spam/bots.
I'm looking through the source/theme editor now, trying to find where to mark the #ka-feedback-form visibility = false. Has anyone figured this out as a workaround? I can't believe HubSpot doesn't allow you to disable this feature!
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
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.
