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EMPLOYEE
How do I post a topic?
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UPDATE:
Start typing in the box at the top of a company's Get Satisfaction home page and see if any similar topics are already in the system.
Pick one of the suggested topics and post a reply or start a new topic if you can't find one that matches:
If you're already on a topic page, just click the "Start a Topic" button at the top of the page.
Pick a category: Question, Idea, Problem or Discussion. Enter your topic and a brief but descriptive title:
Add a relevant product or service:
Tag it and tell everyone how you're feeling about it:
Finally, be sure you've done all you can to make your topic as noticeable and findable as possible. Then submit it!:
I’m updating Help topics to reflect new functionality
The company and 8 other people say
this answers the question
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Inappropriate?You can post a topic from any topic page or Company page by typing in the text field that says "Ask a question, share an idea, report a problem, or just talk...". Type a brief topic title and click "Continue". Satisfaction may give you some suggestions of existing topics that match what you typed. If none of them are what you're looking for, continue on with your post. Fill it out with more details in the large text box provided then you can add tags, add relevant products and tell the world how you're feeling. Be sure to select the appropriate category (Ask, Share, Report or Talk) when posting the topic. Voila!
I’m excited
1 person says
this answers the question
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Inappropriate?This is a simple, but obvious question. I thought the exact same thing when I first discovered the site. The field at the top gives me an expectation that I should "receive" something from it, instead of "post" something to it. I understand that the intention is to solve both actions with one form, but this really messed with my initial expectations of the UI. Based on using many similar systems, I am used to an action button to post and a search field to find. By providing the form (consistent with a search design) I assume that I can only search, not post.
I'm sure the UI decisions you made had many factors. I'm interested to hear more about your thought process. It seems like that action is the most critical element in the site.
1 person says
this answers the question
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Inappropriate?Good points. The traditional forum approach separates the search and post functions. This leads to a ridiculously high number of duplicate topics, and a high likelihood that users won't find existing answers. In our research we found that most customers avoid using forums, and instead default to sending an email. In general, they just write out their question or other issue in an email form and hit send.
The solution we decided on is to harness existing behavior and combine the two actions--we provided text box with the call-to-action: "Ask a question, share an idea, report a problem or just talk". From here we can intercept issues whenever there are matching conversations and redirect the user to them. If a user adds a new topic then users can continue the process of adding it. (We also have a regular search in the upper right for people who prefer that approach)
I'm sure this approach will evolve a lot, but the results so far are promising. We have a very low number of duplicate topics, and the number of both topics and replies is in line with what we'd hoped. However, we're very interested in suggestions for how to make it clearer or more engaging.
Thanks again.
I’m interested in feedback
2 people say
this answers the question
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Inappropriate?That makes sense. Although, the call to action is usually defined in the design, not the wording or phrase. I think my motivation was a bit different, because I wanted to post a bug instead of find an answer. We are currently in Beta Testing with Beanstalk, so the purpose was to submit bugs that were discovered. I think once the service grows, the intention will change.
That brings up another thought, in order to find answers, others must first submit. Would it make sense to slowly evolve the call-to-action on the form until there is enough to actually search for? I guess empty search results resolve this (just thinking out loud).
The duplicate detection is awesome. It should reduce the support emails for many companies. Keep up the great work. I think I will move over to this when we jump out of beta in a few weeks.
-Chris
2 people say
this answers the question
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Inappropriate?UPDATE:
Start typing in the box at the top of a company's Get Satisfaction home page and see if any similar topics are already in the system.
Pick one of the suggested topics and post a reply or start a new topic if you can't find one that matches:
If you're already on a topic page, just click the "Start a Topic" button at the top of the page.
Pick a category: Question, Idea, Problem or Discussion. Enter your topic and a brief but descriptive title:
Add a relevant product or service:
Tag it and tell everyone how you're feeling about it:
Finally, be sure you've done all you can to make your topic as noticeable and findable as possible. Then submit it!:
I’m updating Help topics to reflect new functionality
The company and 8 other people say
this answers the question
EMPLOYEE
