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CMS or Wiki on Get Satisfaction
Could Get Satisfaction offer CMS or Wiki for editorial content that then could work as a base for help center/FAQ/user manual etc?
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The more people who like this idea, the more it gets noticed.
The company has this under consideration.
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Inappropriate?Interesting idea, although our system is very much geared toward conversational content. We have thought about incorporating FAQs into the system, but we haven't settled on the exact way to do it yet. I'll see what others think of this here at the office.
When you say wiki, you mean public wiki, editable by both customers and employees, or did you envision more control over who edits the content?
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Inappropriate?Yeah it would somehow complete the offering. I was thinking more like controlled environment but now it feels that it could actually make sense that everyone can edit it or at least create new chapters to user manual for example.
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This is one of the best points
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Gotcha. Thanks for clarifying. -
Inappropriate?Good idea, but isn't FAQ already incorporated dynamically, which seems better than a manual FAQ? You can select "most popular" and see frequently asked questions.
However, it makes sense to show when an answer was revised (a wiki-like feature), as well as when the last answer was added which is already shown.
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This is one of the best points
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Well, my hope is that our dynamic FAQs will be what companies want to use, but so many of them are really wedded to the idea of traditional FAQs. Maybe if we simply did a better way of listing the top ten dynamic FAQs that would help companies get on board with the idea.
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Maybe it could be named as FAQ or Frequently Asked Question rather than Most Popular.
Also, it could be shown as the default, not the recent. For a user who is looking for customer service, "recent" may not mean as much as FAQ. Recent is important for the companies, but they are probably more used to the system anyway.
Just some thoughts. It is a great service. -
Yep. Most popular -- but not named that way. Most asked, for sure. I have toyed with language for it, but I haven't found the right way to say it just yet. My tongue-in-cheek clever answer for this is "Frequently Solved Problems" or something that plays against the ubiquity of "FAQ", although the frequently party doesn't fit.
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Frequently Solved Problems sounds almost identical to Frequently Asked Questions. Solved is the other side of asked, and a problem is not really different from a question in the CS context. FAQ is a loosely defined concept anyway.
Plus, asked better represents a consumer than solved, which sounds more like a supplier's word.
And I would be less confused with a name that I know already as a user.
But if you can come up with a good name, I think that's great. But it should be better than FAQ for the users. Maybe add "This is called FAQ elsewhere". -
Like I said, I'm still working on it and trying to hammer out the cleverness to make it something everyone can understand. Thanks for this feedback. Super helpful.
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Good luck. I think you guys are doing a great innovation.
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Inappropriate?Your on to something here. I can't put my finger on what but I'm sure you will figure it out before facebook does. I was going to suggest voting comments up and down but I'm sure you know about that one.
I’m undecided
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