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.
This is something that we also would have great use off, as mentioned in this thread a simple "yes" or "no" if the article was helpful doesn't really give us too much and requires alot more work compared to a comment section where we could get specific feedback.
I would also like to add some additional requested features to the question that you asked @nikkiv 1. For lack of clarity or mistakes on the KB article, it would be awesome if the customer can refer back to the specific section in the KB article where they have a question or need more clarity/information. 2. Regarding the Insights portion- We currently have search terms that are in other languages and therefore unable to read. Is there a translation option we could add here? 3. Are we able to get the insights and even the KB articles automatically translated based on the user IP location? When creating an article, I noticed that we can select a single language for the article in the Setting tab, however, I am not seeing anything about translating current articles.
This idea is really AWESOME! Users can leave their feedback right after giving the vote Yes/No and thanks to that we know what's wrong. Instead of sending extra emails or correcting articles "by feel"
It amazes me that I can select how I feel about something in Beta testing (service portal) for Hubspot and leave a comment. But, I can't do that for knowledge base articles.
For anyone who is interested, I devised a way round the lack of this feature.
I have a standard paragraph that I paste at the bottom of every new article. It asks was this helful, thanks them for reading and invites readers to reply and comment or ask a question.
I add an email link that I customise for the header title of the article. The email goes back to our support team.
I put it in a callout note, so it's like the footer of every article.
I saved it in a word doc, so it's always the same text, and I update the email link each time.
However, most readers seem to prefer to just pick up the phone and call the support team..but it does give them the option to reply if they want, and is a good "end" of the article.
If anyone is interested I have been able to utilise an embeded form to provide a text box with a submit button that can be added to the bottom section of knowledge articles. It does sit above the current helpful Yes/No buttons but does send through an email with the page title and the entered text from the users to the specified user or groups in the form options.
To setup you can do the following:
in HS go to Marketing > Lead Capture > Forms
Create an Embeded Form
Create a new multi-line property to record the feedback comments
Add this propery to the form
You can remove the default email property if you don't want the user to provide it
Choose the other form options as you need and then update
Copy the form script code
Edit your knoweldge article and insert an Embed item
Paste in the script code into the embed item and save the article.
View the article to see the embded form (see my example)
I included the embed object between two horizontal lines and also included a heading 4 text so I could tell there was something in the article because HS doesn't actually show you there is any object inserted in edit mode unless you select it (strange I know)
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.
@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