When a user is done reading a support article, it should be trivial for them to immediately leave feedback on whether or not the support article met their needs. This feedback can quickly draw the attention of support teams to deficiencies in an article or user interface.
PHPKB knowledge base software allows the end-users to:
- Vote an article and tell if it was helpful or not.
- Rate an article on a scale of 1 to 5 stars.
Article Voting
PHPKB offers the voting feature on the knowledge base articles and get valuable feedback from your readers via a simple question: "Did you find this article helpful?" with the ability to vote with a YES or NO. The simple like/dislike feedback mode gives you a clear, quick picture of user response.
If a user votes NO, the software requests the user to specify detailed reason for the negetive feedback provided by him on the article.
Positive or negative votes can be viewed separately for every article in articles section of the admin area. It is simple, yet a valuable way to increase customer satisfaction and fix any deficiencies in an article.
Article Ratings
Knowledge base users can rate the usefulness of an article on a scale of 1 to 5 stars. With the star-rating system, users still get a quick way to leave feedback. A single click provides degrees of like or dislike for an article. Article rating enables end-users (customers / staff / customer service agents) to provide feedback on knowledge articles within the context of case resolution, while admins get powerful information about what works and what doesn’t.
