A help center containing the knowledge base articles not only help your customers but also your customer service teams find accurate information to respond to your customers quickly.
The help center is becoming an ever-increasing medium with which customers are looking to resolve problems. According to a report, 75% of surveyed consumers said they would prefer to use online support if it were reliable.
An overwhelming 91% say they would use a single, online knowledge base if it were reliable and tailored to their needs.
Help Center Reliability
The online help center that your customers refer has to be reliable. You have to make sure that it is updated regularly and is free from errors. Customers should be able to find solutions for trivial problems quickly.
Knowledge base article creation is not a one-time activity. When you initially publish knowledge base articles on the help center, you may have a reasonable idea about your customer needs and expectations out of the article. But customer’s expectations evolve with time, and they may not be satisfied if the article content does not help them troubleshoot issues on their own.
Customer input can come through various means, but what’s necessary is that you provide a provision for them to provide their feedback about the articles. This way, you can perfect the article and increase the help center’s quality.
Help Center Feedback
You can learn about the quality of your knowledge base articles and user’s actual experience only after your customers and customer service members visit your help center and read the knowledge base articles.
Feedback collection is an essential tool to excel at customer support. Your customers can help you improve support center quality with quick feedback.
How HappyFox helps you to Collect Customer Feedback on your Help Center Articles
HappyFox Support Center helps you create and organize your knowledge base articles effectively.
Customize the look and feel of your knowledge base article in your support center.
With HappyFox you can,
1. Turn-ON/ OFF the Feedback Option
2. Provide a Title for the Feedback Section
3. Upvote or Downvote the Article
After you’ve published the article, you will see an option at the end of the article to collect feedback. Customers can click on the thumbs up or thumbs down icon based on their experience.
When someone clicks thumbs down on the feedback, HappyFox displays a popup showing various reasons. Customers can check the desired options and let you know why they are not satisfied with the knowledge base article on your help center.
4. Analyze the Feedback Data
You can log in to the admin panel and see the feedback related information on all the knowledge base articles. This will greatly help you understand the quality and help improve the content of your articles.
5. Re-work and Reset
After analyzing the feedback information, you can re-work on the weak areas and re-publish them. Once you do it, you can reset the feedback data and check if the article satisfies the customers. You can do this activity every month and make sure the articles are on par with your customer’s expectations. The nonexistence of negative feedback is a sign of satisfaction.
Show your customers you care about their opinion and feedback by implementing HappyFox software for your business.
Interested in knowing more? Schedule a demo with us, and we will answer all the queries you may have regarding our software.