Hey everyone 👋🏻
How do you capture customer and internal feedback to help improve your Help Center?
At Guru, I work with our Technical Support Team to manage and update all of our Help Center documentation. We capture feedback through:
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an internal Asana form for employees to submit new ideas, flag typos, and suggest edits
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new feature releases
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We collaborate with our Product Managers and Product Marketing Managers to update documentation before any major product launch
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implicit signals from customers
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We use Intercom Articles for our Help Center. Their reporting feature to captures article views and overall satisfaction for articles, which we analyze on a monthly basis to inform improvements.
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However, we don't capture explicit feedback or comments about our Help Center usefulness. Intercom has a thumbs up/thumbs down feature, but we can't capture comments on articles themselves.
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How do you all improve your Help Center usefulness? I'm curious to hear if Guru's tactics resonate with you all or if there are other inputs you all use