Applying user feedback to delivering relevant content on a documentation website
Cloudera helps innovative organizations across all industries tackle transformational use cases and real-time insights from an ever-increasing amount of data to drive value and competitive differentiation.
The company offers a range of innovative big data platforms to enterprise-level organizations around the world. Every platform comes with detailed documentation on how to configure, manage, and successfully use the platform.
Challenges
The content development team at Cloudera was tasked with:
- Finding a feedback collection tool that’s easy to install and customize
- Giving internal and external documentation website visitors a way to communicate with the content development team right within the website
- Identifying a way to continuously improve the user experience of the documentation website
Table of Contents
3 steps Cloudera took to improve their documentation website
Step #1 Placed 1 line of JavaScript code to get their user insight collection engine going
Robert from Cloudera’s content development team registered for Appzi. A few microsurvey customization steps later, he rolled out the feedback widget on the documentation website. The steps were so simple and intuitive that he didn’t need installation support neither from our team nor from their development team. Here’s what Robert shared about his Appzi setup experience.
Step #2 Acted on feedback they received about their content
Before the team switched to Appzi, they used Slack, email, and comments from customer-facing teams to collect feedback. It’s been challenging to centralize and process the incoming feedback because the team often didn’t have all the information at hand to quickly act on the feedback they received.
Right off the bat, Appzi categorized all the incoming feedback into non-actionable and actionable comments. Non-actionable comments are kudos and appreciation comments the team receives. Actionable comments direct the team’s attention to typos, user experience challenges, and new сontent requests. Thanks to the user feedback the team receives, they’re now able to act on the user comments many times quicker than before. Here’s the microsurvey template the team used to achieve this:
Step #3 Continuously asked for feedback
As of today, Cloudera’s team uses Appzi for more than 10 month to regularly make content changes on their documentation website. User insight collection and processing is not just a one-time thing, it’s a never ending process, especially for an enterprise-level organization with a large range of software products that get frequently updated.
How you can replicate the success of Cloudera
- Take 5 minutes to create your Appzi portal
Getting started with Appzi is as easy as 1-2-3. Choose your microsurvey template, customize it to match your brand, launch it and start collecting actionable user insights within hours.
- Ask the right questions at the right time
Fine tune your microsurvey targeting to ask your users different questions based on the stage of their customer journey. If someone is new to your product, you might be interested in learning how they’ve heard about you. And on the other hand, if someone gets back on the same page several times during a day, it probably makes sense to ask them if they need a helping hand.
- Close the feedback loop
Whenever you get a valuable piece of insight, always thank your customer and let them know they’ve been heard and that you’re right on processing their comment, or that you’ve fixed it. Build lasting relationships with your customers to build and grow a sustainable company.