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How do you deal with users posting duplicate topics?
How do you deal with users posting duplicate topics? The issue is two-fold.
1. most importantly, the question has already been answered, yet users are waiting.
2. a company might want to keep fresh issues on the homepage, and not have questions that have been answered before taking up space.
I seem to remember in the early days of GS, that when you posted a topic, it first suggested some possible responses. What happened to that feature?
Thanks!
1. most importantly, the question has already been answered, yet users are waiting.
2. a company might want to keep fresh issues on the homepage, and not have questions that have been answered before taking up space.
I seem to remember in the early days of GS, that when you posted a topic, it first suggested some possible responses. What happened to that feature?
Thanks!
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Inappropriate?Hi John!
Sorry it took me a little while to get back to you on this.
When you create a new topic we still suggest other helpful topics, it's just buried one layer down. We saw a lot of confusion around the original suggestion system because searching and starting a new topic were too intermingled. So now we're still helping people find duplicate topics, but not confusing the search. Speaking of which, we'll be releasing a new version of the company home page that has a big ol' search box for your search convenience.
That said, we can't prevent all duplicate topics, and often having a few duplicates is a good thing! Sometimes the language a customer uses is not what you would have expected, you might not realize, for example, that some people are calling your 'tool' a 'platform', or that other people are calling your 'bag' a 'satchel'. So multiple version of the same issue, using different language can help more customers and prevent future duplicate topics. The other thing is that often on first pass an issue sounds just like another topic, but often on further probing that person really does have a unique case. So don't lose out on the opportunities to help those unique cases and provide really fantastic customer service and gain evangelists. So we'll keep working on the search and making sure that gets people to helpful topics before they even start asking a question, and you'll keep the conversation going with your customers, after all, sometimes they just want to connect with you!
On your second point you bring up an interesting issue. We've been pondering about this for sometime. We just added a featured company topic on the company home page to help companies with news or questions for the community. I'm curious what kinds of fresh issues you could see in your case? We're still working on this page so feedback is really valuable at this stage.
Thanks!
I’m thankful
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Inappropriate?Also, we're rolling out a feature in the next few months that will effectively allow company reps to merge duplicate topics.
I’m looking forward to this, too
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This answers the question
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It's been just over 2 months, I am really looking forward to this one. Can we also get the ability for people to suggest that this topic is a dupe, so company reps who didn't remember the previous one can see it on their dashboard or something, "Thor thinks 'Cats are better than dogs' is a duplicate of 'Dogs, still inferior to cats'. Read both and decide." and each one of those 'topic titles' is a link to the thread, but 'read both' is a link to a side by side (two column) copy of the first post in each thread, so it can be more easily decided. -
I know, we're behind on this one. But it is the next thing on the queue. I agree that a link approach similar to what you describe could be effective.
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