Article UX and Sentiment

Shannon Babb · 2024-09-25T08:38:00+00:00

Hi everyone! I’m a Knowledge Manager at Multiverse and looking for ideas for how to improve the UX of our help-centre and article sentiment.I’d love to see some examples of help-centre landing pages from other companies and if anyone has any tips for improving UX.Separately, does anyone use any sentiment data other than article reactions to gauge the overall experience of the knowledge base? We have an extremely low article reaction rate (approximately 1%) and often when I investigate the conversations of those who reacted with a sad face to ‘Did this answer your question’, I find they have got in touch with a request or issue that could not have been answered by the article (they needed an agent to perform an action or fix something), so I'm not finding this is giving the best insight into how the knowledge base can be improved.Would be grateful to hear from anyone who is navigating similar experiences :)

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