Being proactive always pays off, but how much?
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The Proactive Support Report enables you to analyze how users rate the Popup, Hint and Systray messages you are adding to your LMS. When one of these message types has the Voting option enabled, the results are found here. To find out more about enabling voting on your proactive messages, go to Popup properties, Hint properties, or Systray properties.
Follow the steps below to access the Proactive Support Report:
If you sort this Report by Down votes descending, items with comments will appear at the top of the list.
The Proactive Support Report lists all Popup, Hint and Systray messages where voting has been enabled. You can sort the list by clicking on the diamond next to each column heading. Click once for ascending, click again for descending.
When users vote a message down, they are prompted to enter comments. These can be identified and accessed wherever the icon appears.
Simply, click on the icon to view the user comments.
When voting is applied to a Popup, Hint or Systray message, each user has the opportunity to vote up, down or abstain. Once a user has voted, their selection is retained. However, they can change their vote whenever they want.
This report retains live results for each user’s vote.
The data is presented in 4 columns:
Views: The number of unique users who have seen the proactive message since it was posted.
Up: The number of those users who have voted positively to your proactive message.
Down: The number of those users who have voted negatively to your proactive message. User comments are identified by the icon. See above for more information.
Net: This column is calculated by subtracting the Down votes from the Up votes to provide an overall rating.
From this information, you can also calculate how many of the users who have seen the message are voting.
If there are no Up or Down votes against a proactive message, it is a good indication that voting has not been enabled for this content. You can check this by looking at the message properties in the Help Item Overview.
Let’s see how this information can be put to good use.
There are many ways this information can help you out. Here are just a few ideas:
Writing an awesome message is great, but it’s also important to make sure that lots of people get to appreciate your handiwork. By analysing the most-seen messages, we can track back to find out the best place for future communications. By looking into the least-seen messages, we can identify why they aren’t getting exposure.
In the above example, we can see that there is a message entitled “Deadline for Courses” which hasn’t been seen by any user to date.
Let’s take a look at this message in the Help Item Overview. Here, we can see that this message has been connected to the homepage of a specific Course. As this message appears to be related to more than one course, it is probably a good idea to connect a Context relating to the homepages of all courses. To see more about specifying rules for a Context, go to Guide to Recognition Rules and Context Parameters.
Sometimes the hardest thing about Support is knowing what really works. Are users just smiling and nodding while their eyes glaze over? Or are they really taking on board what you’re saying? By comparing the style of higher-rated messages to those that flopped, you can get more and more bang for your buck.
From the above report, we can see that the Popup entitled “Take our Survey” was a hit, whereas the Systray entitled “Volunteers Wanted” was a flop.
Comparing the messages, we can consider the following:
Use these conclusions in your next message to improve your all-round service. After all, happier users means easier support!