Beta of New Is This Helpful Feature!

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  • Updated 2 weeks ago
  • (Edited)
As you may or may not have noticed, we have been testing a new feature here in the Get Satisfaction Community. It's our new Is This Helpful feature!





It's configurable for the topic types of your choosing and would appear next to the "Me too" and "Follow" buttons on community topics. You can also customize the text that appears.


It creates a quick and easy way for your customers to let you know what content they found beneficial. This is a feature that can used by your logged in community members, as well as those who are not logged in.


Our Champions have also been testing this out in their communities and we are now opening up the Beta group to other communities.

If you would be interested in leveraging this in your community, please comment here to let us know and you will be added to the Beta group.
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Tashina, Community & Education Manager

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Posted 11 months ago

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Glenn Dobson

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I love me some beta :)
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Tashina, Community & Education Manager

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Which community/communities would you like this enabled in, Glenn?
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Glenn Dobson

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Our GoToMeeting account please.
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Tashina, Community & Education Manager

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You're good to go!
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Mike

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Can I get this added to my Community?   https://community.ringcentral.com/ringcentral
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Drew N, Champion

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Mike, you forgot to say...
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Mike

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Pretty Please????
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Tashina, Community & Education Manager

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It's now set up in your community, Mike! :)
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Mike

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Thanks Tashina!
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Drew N, Champion

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I think I started something.

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Jordan

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Sign us up, please!! 
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Jordan

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To continue the trend:

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Tashina, Community & Education Manager

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This is now active in your community, Jordan! And thanks for keeping the trend alive. I hope this makes Drew's morning a little brighter. :)
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Roy

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The Leaderboard of this forum is dominated by the Drews Militia :-)
(Edited)
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romano97002

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Hello,

I would also like to participate please.

My community: https://getsatisfaction.com/lapince

Thank you in advance.
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Tashina, Community & Education Manager

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Hi Romano,

Unfortunately, this feature is not available for free plans. Would you like me to put you in touch with someone to talk about our current offerings?
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romano97002

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Hello Tashina and thank you for responding,

Oh ok. Pity.

For cons, I would just like to know out of curiosity rates of your current offers.

Thank you in advance for your answer.

Have a good day.
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Tashina, Community & Education Manager

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Hi Romano,

This is currently available for our Enterprise level plans. I'm happy to have someone from our sales team reach out to you if you would like.
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romano97002

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Hello Tashina,

Okay.

Yes I would indeed know the rates of your current plans.

Thanks again.
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Anna Svensson

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Hi, 

Me and my coworkers would like to participate in this beta!




/Anna
https://forum.vismaspcs.se/visma_spcs

P.S
If a translation is possible we would like Hjälpte detta dig? or Hjälpsamt?
D.S
(Edited)
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Tashina, Community & Education Manager

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Hi Anna,

This is now enabled for your community. You are able to customize the text that appears, so no need for a translation to be implemented. :)
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Grey Stepp

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Hi there!  

We'd love to give these buttons a try!  

Is it something we can turn ON individually or will I need to go in and turn OFF as needed? 

We are https://community.myemma.com/emma

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Tashina, Community & Education Manager

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It's all set up for you, Grey!
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Grey Stepp

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Thank you! Yay!  I just took over the Community role for Emma and I'm looking forward to working with you guys!  #gogetsatisfaction !
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Tashina, Community & Education Manager

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Congrats, Grey! I'm excited to see you around this community. :) Have you had a chance to take the platform training yet?
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Grey Stepp

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I haven't!  I would love to!  Should I go ahead and reply on that topic or can you DM me the deets?  :)   THANK YOU!
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romano97002

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Hello,

Can I have an answer to this question please?

Thank you in advance.
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romano97002

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Hello,

Can I have an answer to this question please?

Thank you in advance.
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romano97002

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Hello Tashina,

Okay.

Yes I would indeed know the rates of your current plans.

Thanks again.
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Jon

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Hello, can we try this in our community please?  
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Tashina, Community & Education Manager

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Hi Jon,

It's now enabled in your community. You will be added to the beta group shortly.
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Jon

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Thanks! :)
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Kristina King, Champion

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Is there any way to track anything about the "Is this Helpful?" feature? I was curious if it's showing any value (as we've had it turned on for about a month), and the answer seems to be No, thus far.
  • The only way I could determine how to track it was to add the Helpful column to a View and then sort by that column. It looks like we've posted two articles with 2 "helpful"s, and seven article or questions each have one "helpful." 
  • There doesn't appear to be anything in CHA to track this.
  • Selecting the # next to the button doesn't display who has marked it as helpful (e.g. are they internal users or customers?).
  • I was interested in using this feature so I could track what sorts of articles or questions users find the most helpful, but it isn't picking up any traction naturally. I wonder what other community managers are seeing.
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Tashina, Community & Education Manager

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Moving this comment to the private category for the BETA of this feature.

Please reference the new conversation here: Tracking for the Is This Helpful Feature
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Amanda

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Hey Tashina,

Can we get this enabled in the HughesNet community? It would be helpful...

Ha!


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Tashina, Community & Education Manager

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Hi Amanda,

This is now enabled in your community!
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Roy

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It seems strange that the Leaderboard is headed 'Most Helpful Members', and yet marking a thread as Helpful gives no indication as to who was helpful - was it the OP giving a tip, or perhaps someone answering a question the OP asked, which lots of other people wanted to know the answer to?

So nobody gets any points, and the Leaderboard largely counts the 'Most Prolific Members'. Which has some correlation with most helpful, perhaps, but remains some way from one to one.

While I like the use of the Helpful count at the top of the Conversation, I think it should be the sum of Helpfuls given to individual posters in the thread, so Helpful should appear with Like and Comment, and it should earn the awardee some points - 20, say?
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rootsmusic

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Tashina, what's the difference between marking your initial article as "helpful" versus " like"?
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Tashina, Community & Education Manager

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The main difference is that users don't need to be a community member in order to mark a topic as helpful, but they do in order to like a topic. We set it up this way so that people who may have found the community topic page through search could weigh in without having to register for a community they may or may not plan to use.
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rootsmusic

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Tashina, why not eliminate "like" in favor of the "helpful" button then?  (I assume that both buttons promote a conversation's popularity.)
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Drew C., Champion

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They're not the same feature.  The button text changes based on the type of topic that it is tied to.
Article/Announcement = Like
Question/Problem = Me Too
Idea = Vote

Marking something as "helpful" doesn't allow anyone to see who clicked it and doesn't add to a user's points score in communities with gamification enabled.
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smayer97

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Yes, we have had this for 2-3 months and so far I see little value to this, as it is implemented
  • this only seems meaningful in the context of Articles, Announcements
  • In the context of all else, Problems, Praises, Questions, etc, its meaning is ambiguous at best, meaningless at worst
  • you cannot search, sort, filter, on this at all
  • no ties to gamification
What would be more meaningful is:
  • tie this to initial Article and Announcement post by replacing Me-Too
  • for all others except Articles and Announcements, only tie this at the post level...
  • maybe replace Popular with Most Helpful and highlight those at the top. BTW, this is how our old Quicken QLC forum worked and it was far more meaningful. 
  • assign points to those signed in
I know one of the goals is to make this accessible to non-registered users. Not sure that is good or not. BUT an alternative would be to enable the Me-Too button to be accessible for Articles and Announcements ONLY! Beyond that, any clicks on this would be most meaningful to the community only if they are logged in (for stats, follow-up, etc).

BUT fundamentally, I think there is a bigger question to ask...

The UI is getting loaded with lots of buttons to click. Most users visiting these forums are casual passersby, so often do not realize they have all these choices/button to click and they do not typically get the full implications of all the choices on a single post. And so meaningful info is lost because users overlook these options.

So, what is more useful? Like, Helpful, or how about Solved Question/Problem?

After thinking about this for a while, I would suggest adding the following, on top of the 'meaningful' ideas in my list above:
  • replace the Like button with a dropdown menu containing Like, Helpful, Solved Question/Problem (or make it a radio button list of the 3 choices, mutually exclusive)
  • this works equally well under all conversation types (though frequency of usage of each will definitely be different under each type).
I see these options as a scale; you either Like the post only, find it Helpful but not enough to resolve your concern, or it Solved the question/problem. This would be cleaner, provide fewer options, be more streamlined, and provide more meaningful info in its proper context.

And as far as gamification, I would assign an increasing value to each, say, Like-5, Helpful-10, Solved-20, or whatever.

BTW, this approach also re-uses and leverages a lot of the existing functionality of GetSat, so would require very little functional change.
(Edited)
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smayer97

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P.S. For my idea above to make even more sense, I think it needs to be looked at from the bigger picture and more tightly integrating the functionality of all these different buttons, so the user engagement leaves less gaps in their process and is more streamlined. 

The end result would be better data collection.

I think it is a big mistake to look at this feature (the Helpful button) in isolation but rather needs to be looked at as a piece to the greater whole. 

To that end, see my other related IDEAS here: 
(Edited)
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smayer97

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Since I just received an updated notification for this thread, just taking the opportunity to restate that after many months, I find the current implementation of this is very redundant and adds little value. I still think that there needs to be a better integration with the other buttons Like, Me-Too/Vote and Follow buttons at the conversation level, along with the Like at the reply/comment level.
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Roy

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And re gamification, it would be good if GetSat Community headings generally emphasised that if new users found any post helpful, then they may care to 'Like' it.

Lots of them don't seem to realise there is this easy way to reward those who help here :-)
(Edited)
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smayer97

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Agreed. I have learned to add a tag line to most of my posts emphasizing just that.
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Roy

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That's fine in a Community in which there are many, or at least several, people who do that. But here or in the YouView Community, it would just look like begging :-)

To say nothing of the fact that GetSat doesn't even support taglines :-(
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smayer97

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I'm the only on in my forum...I have been accused of that too. Going against forum culture...oh well...I think it has been benefiting others too but just raising awareness.

As for taglines, yeah, I have to paste it in every time. I use a lot of keyboard macros.
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Meg Houston

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We would be interested in trying this, too. 
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Tashina, Community & Education Manager

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This is now enabled in your community. :)
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Ross Keatinge

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Will the helpful count be included in the API response for a topic?  It doesn't appear to be included now.
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Stephen Lee, Engineering Manager

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Hi Ross, that's not currently planned, but could be if there's enough demand :)