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Employee

Greetings!

We're looking for customer input to improve our help documentation. Please help by taking this quick survey. It shouldn't take more than a couple of minutes.

Thanks!

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8 Replies

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Level 8

Hi Courtney, unfortunately this link isn't working at least for me. Can you try re-typing it in a reply to this comment please? Thanks!

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Level 10

Thanks for sharing survey @Courtney Christensen - inactive‚ .

Most of the time it is quite cumbersome to go through the all texts, video is a quite good option.

Done with survey.

Mvh

Kundan.

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Employee

Thanks for taking the time to complete the survey! We really appreciate it!

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Community Advisor

Done with the survey. I'm the opposite of Kundan, I find the videos cumbersome.

I'm generally looking for some obscure thing so I'll do a Ctrl+F search on a page of text to jump right to a keyword that I think is my best search option, skim through the text, and determine if I need to adjust my keyword search. I can't do that with a video and don't want to watch a video only to find it isn't quite what I need.

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Level 8

Seconding Heather's vote. Usually by the time I'm searching help docs, it's because I'm trying to solve a problem or I need some random fact like 'how many items can a dropdown menu hold?'. A 10min video is just going to irritate me, even worse if it doesn't eventually have what I want to find.

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Employee

Thanks, @Heather Kulbacki‚ and @Katherine Stibley‚! Insight into how you use the product documentation is incredibly helpful.

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Level 1

However, I can suggest some tips for creating effective customer surveys to improve help documentation:

  1. Keep it short and simple: Avoid asking too many questions or including complex instructions. Keep the survey brief and straightforward, so customers are more likely to complete it.

  2. Be clear about the purpose: Let customers know why you're conducting the survey and how their feedback will be used to improve the help documentation.

  3. Use open-ended questions: Instead of just asking yes/no questions, use open-ended questions that encourage customers to provide more detailed feedback.

  4. Provide an incentive: Consider offering a small incentive, like a discount code or free trial, to encourage customers to take the survey.

  5. Follow up with customers: After the survey is complete, follow up with customers to thank them for their feedback and let them know how their input is being used to improve the help documentation.

I hope these tips help! Let me know if you have any further questions.