I assume we all know that a good share of our users are not veterans in sharing their feedback in an Online Community. Often, their posts / topics are lacking important information, which is delaying internal feedback processes and also frustrates our superusers - they would like to help but lack the details in order to do so.
There have been several initiatives on our Community to rectify this, e.g. by creating a "How to use the Forum" category. Unfortunately, many new customers do not bother to read about the best practices. Manuals are overrated, right?
Furthermore, I also noticed that many customers do not mark a reply as an answer, or "forget" to un-tick the box that marks the topic a question. This pollutes our data and creates a lot of work, as we have to manually change questions to regular topics.
I am certain that all of this could be reduced to an absolute minimum by introducing the "Feedback helper":
Every time a customer starts a new topic, the platform could offer its assistance.
If the customer chooses to make use of it, several options and tips would be offered. Please note that this is merely a rough draft, it could be expanded in multiple directions:
Note that they can choose the category of their topic, which will save us time in categorizing their feedback (post fields), it also will only mark a topic as a question when it really is a question... Plus, reviews are automatically tagged as such, which means they could be digested automatically (e.g. to be used on product pages).
My superusers also suggested to offer a drop-down menu of all products, so that it is clear which device they are using:
My opinion is that this improvement could result in a bigger shared value for all parties involved. The benefits are numerous and applicable to many use-cases.
Cheers,
Julian