Using Answer Bot with your web forms Follow

Comments

1 comment

  • Avatar
    Shannon Lewis

    The pop-up seems to be causing quite a bit of confusion with our customers.  Since we have switched to the webform, over half of our customers who have clicked "Yes, close my request" didn't understand and/or mean to do it.  The article they read did not answer their question.  They then have to submit a second ticket and we get a bad customer satisfaction rating because we didn't answer their question before closing the ticket.

    I realize that "Yes, close my request" might seem obvious that if you click it you are saying that the article helped you and to close the request, but given the data I am seeing it's not.  If I had to guess I would say folks just see the black button and think it's closing the pop-up and not their ticket.

    Given this, is there any way to change the text in the button or add text telling them to only click close if the article fully answers their question. (Or something like this.)

    Are you seeing others with this problem?

    I wanted to turn this pop-up off and have answerbot provide answers in the trigger we set up to reply to the requester when the ticket is created, but this doesn't seem to work, answerbot doesn't provide any suggested articles.

    thanks,

    Shannon

Please sign in to leave a comment.

Powered by Zendesk