What is a realistic goal for Helpful/Unhelpful article votes?

Answered

5 Comments

  • Jessie Schutz
    Zendesk team member

    Hi David! Welcome to the Community!

    So the voting system on Help Center articles specifically asks whether a user found the article helpful. If users are saying that it wasn't, it's probably safe to assume that it didn't answer whatever question it was that they had. There are a few things you can do to try and suss out why.

    1. Check out the Pathfinder app. This app can tell you whether your users are creating tickets after viewing the "unhelpful" articles and, if the ticket is related, hopefully help you figure out why they didn't find what they were looking for in that article.

    2. Make sure that your SEO is good. Be sure to utilize article labels so that the right articles are showing up in search results.

    3. If you haven't already, considering hooking up your Help Center to Google Analytics. Search Console is a Google Analytics tool that will allow you to analyze the search terms people use to find content in your Help Center. Note: this is only for Google Searches, but it could still be helpful. It could be that Google Search is bringing up some of your articles on unrelated searches which could result in folks hitting that "unhelpful" button.

    4. Consider looking into our Knowledge Capture app. This is a tool your Agents can use to bolster the content in your Help Center, plus it lets them search HC content right from a ticket if they want to refer a customer to one of your articles.

    5. It might be possible to do some custom coding that will present a text input to collect feedback on exactly why an article didn't meet their expectations. I don't see any Community tips that show how to do this, but we have some great coding gurus here in the Community who might be able to help you figure out how to do this!

    Hopefully some of this helps!

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  • Lester

    Hey David.

     

    We have hundreds of articles and we recently updated our theme to include the votes next to each article. I was shocked at some of the ratings. 

    What I did was follow: https://support.zendesk.com/hc/en-us/community/posts/208301338-Prompt-to-Submit-Feedback-After-Voting   to prompt the user to give us some feedback if they vote the article down.  Essentially,  if the use presses the down vote, a message saying "sorry to hear that the article didn't help, please tell us how we can improve it" appears.  Clicking the link, opens a special form we created. 

    I can't guarantee users will give you feedback, but the best we can do is give them the means to let us know how we can do better.

     

    1
  • Jessie Schutz
    Zendesk team member

    Thank you so much for sharing how you handled this, Lester!

    How has your response rate been on that feedback survey?

    0
  • Lester

    Hi Jessie

     

    We don't get a lot of feedback about down votes sadly. But I do feel better at least for giving customers the opportunity 

     

    Lester 

    1
  • Jessie Schutz
    Zendesk team member

    Has what you have received been helpful at all? 

    0

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