Rich Andersen
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Total activity28
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Last activity
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Activity overview
Latest activity by Rich Andersen-
Rich Andersen commented,
Hi, I'm trying to find out what an 'Indirect Resolution' is. Does anyone know? Thanks,
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Rich Andersen commented,
The reason for asking is because the widget is suggesting the right articles but when I send a support ticket with exactly the same phrase it suggests wrong articles. Why does the widget suggest ...
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Rich Andersen commented,
Hi, Is there any way to see what resolution rate is for web widget vs resolution rate for email recommendations? It would be great to see which one is working better. Thanks.
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Rich Andersen commented,
Hi, Is there any difference between optimizing articles for the widget and optimizing to be recommended in support tickets or will optimizing articles for the widget also optimize them for recommen...
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Rich Andersen commented,
Hi Charles Gresula, Your comment (which makes sense to me) seems to contradict the article. If all of my articles start with 'How do I...?' then wouldn't the 'How do I...' become unnecessary? Also,...
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Rich Andersen created a post,
Help Centre Bounce Rates
Hi All, Does anyone know of any articles or websites that discuss bounce rates for help centres and faq pages? The behaviour when searching for help articles is much different than, say, buying a s...
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Rich Andersen commented,
Hi Gabriele F., This will help us with the direction of our guide articles. Thankyou very much. Rich
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Rich Andersen created a post,
Do questions really help the bot find articles?
I keep hearing that having a question as a title or heading helps the bot find articles better Is this true? How can adding the prefix "How can I...? How do I...? What is...?" etc, followed by a qu...
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Rich Andersen created a post,
How to see what users are searching for in the help centre?
Hi ZD, There's an insights/analytics section where you can see the exact text string users have put into the search bar and whether they found the article but I can't seem to find it. Do you know t...
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Rich Andersen commented,
Thanks Dave, That's awesome. On Friday I stumbled on the fact that you can see all your labels in the Manage Articles page by clicking Filters > Labels. It would make a lot more sense to be able...