HubSpot Community - Allow visitor to submit feedback on Knowledge Base articles

atma · ‎Jun 7, 2018

Can ask the question: "Was this article helpful?" and have Yes/No voting buttons.

No vote would open a basic form for getting more info. Paragraph text for "How can we improve this article?" and email (optional).

In Service Hub, we should see this feedback in the dashboard and on each article page too.

goconnor · ‎Sep 5, 2018

This feature is now in Beta. Please PM me with your hub id if you would like access to this feature

nikkiv · ‎Sep 24, 2018

I would also like to have this feature. We want to measure our articles to see if people are finding them useful.

Our Hub ID is 477905, can be added to the BETA for this?

goconnor · ‎Oct 1, 2018

@nikkiv this has been added to your hub

nikkiv · ‎Oct 1, 2018

Great - thank you. We noticed this today. Where does this information go?? I submitted "YES" on one of are articles but where can I go to see this?

Andreas · ‎Oct 2, 2018

Goconnor, Could my client get this feature aswell? 🙂

I can email you their Hub ID if it's ok?

goconnor · ‎Oct 2, 2018

@Andreas ye sure. Please PM me your client's details

nikkiv · ‎Oct 2, 2018

@goconnor I found the feedback under the "insights" via show: "helpful feedback" vs "unhelpful" feedback. We submitted "unhelpful" for one article and it did ask for an email but where does this go?

Is the intent to email the contact that provided the "unhelpful" feedback to reach out to them 1:1 to determine how to make it more helpful?

Its nice to be able to rate the articles but if we can't determine why it was unhelpful then we don't have any actionable items. We can't make it more helpful without understanding why it wasn't in the first place. Need to have an email or comment section.

goconnor · ‎Oct 3, 2018

Currently, this information is added to the contact timeline of the contact that submitted the article feedback. We are currently exploring giving users the ability to easily see what customers left feedback on each article and also allowing the customer to give more information when they indicate that the article was unhelpful.

If you had this functionality could you see yourself actioning all of the feedback that you receive?

nikkiv · ‎Oct 3, 2018

@goconnorAbsolutely we would take action on this feedback. We want to provide quality information to our customers and if it isn't helpful then we would want to know why.

nikkiv · ‎Oct 5, 2018

@goconnor - I was able to build a list that will compile users who provide feedback ratings. This will be helpful for now however I would like to see more analytics around this feature.

goconnor · ‎Oct 8, 2018

@nikkiv What are the other analytics you would like to see around this feature?

nikkiv · ‎Oct 8, 2018

@goconnor here are some initial thoughts:

1. I like to see what terms people are searching for and what isn't found - my colleague submitted an idea around 'tags' I like this idea.

2. I would like to have an easy way to see the contact of who is using the knowledge base - is it a new contact or returning?

3. A feedback section to include specific information if the article isn't helpful - we want to understand why.

nikkiv · ‎Oct 11, 2018

@goconnor @Brycelbrewer

Connor - Bryce had some suggestions for analytics - would it be possible to see who searched specific terms and then also any contact that has ever visited a specific article?

Bryce - add anything I missed.

goconnor · ‎Nov 12, 2018

Herschel · ‎Dec 10, 2019

I have submitted a new idea for the additional features requested but not yet implemented from this idea: https://community.hubspot.com/t5/HubSpot-Ideas/Allow-Specific-Feedback-on-Knowledge-Base-Articles/id...

AHouthooft · ‎Feb 4, 2021

This would be a great addition that would help us improve our knowledge base. At the moment it's not always clear why a support article wasn't helpful. Was the answer inaccurate? Was the answer unclear? Do we need to explain a certain step in more detail? That would be great feedback to have!

erica11 · ‎Mar 3, 2021

Could I please have this beta as well.

nthatcher-airbr · ‎Mar 3, 2022

@goconnor

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.

f1oren · ‎Apr 8, 2022

Hi

@goconnor I also want to allow readers to leave a comment when they rate a knowledge base article. How to activate this feature?

Regards

Florent

HubSpot Ideas

Allow visitor to submit feedback on Knowledge Base articles