HELP FILE

How to gather user feedback?

Bold360 ai offers a number of options to gather feedback about answers they receive from your website visitors. Customization options are designed to make feedback submission easy and allows you to get the exact data you need.

Providing instant customer feedback

Customers can provide feedback on each answer that they receive in a conversational widget. When instant feedback is enabled, thumbs-up and thumbs-down buttons are displayed at the bottom of the answer in conversational mode for the customer to give instant feedback on it.

To enable instant feedback, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Conversation tab, make sure that Enable Feedback is selected.
  4. Select Instant Feedback.
  5. Save your changes.

This feature is disabled by default and does not replace the existing feedback mechanism.

Note: You can disable this feature for individual articles. To do so, select an article for editing and on the Options tab, clear the Search and Auto-Complete option.

Feedback styling

Feedback is displayed at the bottom of each article and can be shown in two forms:

Like/Dislike icons
Textual questions

To set the form you want to display on a selected touchpoint, do the following:

  1. Go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, click Personalize.
  3. From the Feedback input drop-down list, select the layout of the feedback form:
    • Icons:

      You can upload custom icons for both thumbs.

    • Textual:

      In textual form you can adjust all displayed text values.

      Feedback question - the text is displayed near the possible answers, default value - Was this article helpful? Positive text - textual representation of positive feedback, default value - Yes Negative text - textual representation of negative feedback, default value - No

Negative feedback customization

Positive feedback means that the customer is happy with the answer provided to his query. On the other hand, negative feedback is a much more complicated choice. What exactly didn't like the widget user? Was the answer not related to the question he asked? Was the answer not good enough? You should answer these - and other - questions first when you improve your Knowledge Base articles. You may want to receive negative feedback in different forms which is why for both feedback styles there are three negative feedback customization options that you can select on the same settings page from the Feedback submission drop-down list. You have the following options:

  • Open Text
  • Multiple choice
  • Multiple choice + Open Text

Open Text

This is the most basic way of gathering negative feedback. When the customer clicks the negative feedback button, an input field is displayed where the customer can add feedback.

This feedback type has the following customization options:

  • Dialog Title - title of the form submission. You can use it to specify what kind of feedback you would like to receive. Default value - How can we improve this article?
  • Placeholder Text - predefined text which is present in text field before user click on it.
  • Disclaimer Text - this field can be used to provide any kind of disclaimers for visitors who submit the form. It will be shown just under the text field.
  • Submit Button Text - text on submit button. Default value - Submit
Multiple choice

It is much quicker and easier to select from two options, so you will likely get more feedback, especially if you have multi-language user base.

This feedback type has the following customization options:

  • Search problem text - first possible answer. Default value - Missing or incorrect information
  • Problem with answer text - second possible answer. Default value - Answer irrelevant to the page
Multiple choice + Open Text

This is a combination of first two options. You can define both the text field and radio button options. You can use this feedback form, for example, when you want to gather feedback in free form and easily distinguish it in Reports.

The customization options for this feedback type is the same as for Multiple choice and Open Text.

Further considerations

  • When customers provide positive or negative instant feedback in conversational mode, the feedback option that is not selected disappears from the screen. This prevents customers from accidentally providing additional conflicting feedback.
  • When a customer gives feedback on an article and later the article is displayed again, the originally provided feedback is also displayed below the article.
  • When quick options are available for an article and the customer provides positive feedback to the article, the quick options are presented again.
  • You can disable instant feedback for an article by adding a < no_feedback/ > tag in the article editor. This tag can be used with conversational articles as well.