Is the information still accurate?
An arrangement has changed, but the old explanation is still being used. Feedback gives you a reason to check the source.
Feedback
An answeris only goodif it helps.
Your employees are the first to notice whether an answer works in practice. With feedback on Archie answers, you turn that experience into something useful for improving your Knowledge.
- Feedback from daily practice
- Insight into what could be clearer or more complete
- Your team stays in control of the content
Make your team’s experience part of your knowledge management.
Archie · Insight & qualityFeedback
“How do I change my address?”
Archie
You can change your address through your account.
Example answer · Account detailsDoes this answer help you?
A possible response
“Clear, I know where to go.”
Positive feedback helps you identify which explanations resonate with the user.
Keep what works. Use this as an opportunity to identify good explanations.
A possible response
“Where in my account? I’m missing the steps in between.”
The question has been answered, but this user needs more explanation to move forward.
Make it concrete. Check the process and add the steps to the knowledge source.
Fictional example, not a product view. Nothing will be sent.
Your team sees what an answer is missingFrom “this isn’t quite right”
From “this isn’t quite right”
to a concrete improvement point.
An answer can be well-formulated and still not be helpful. Use employees’ experience to investigate where the explanation can be improved.
Does it contain everything needed?
The answer is missing a condition, an exception or an intermediate step. Your colleague notices this while helping the customer.
Can someone move forward with this?
The content may be correct, while the explanation is difficult to follow. A specific response helps make the information easier to understand.
How to make feedback valuableFeedback from your colleague.
Feedback from your colleague.
Better knowledge for your team.
Employees can provide feedback on answers. Make this a standard process: review, assess the content and make targeted improvements.
Start with the answer.
What was the question, and what explanation did the employee receive? Review the response in that context so it becomes clear what shaped the experience.
Check what could be improved.
Have someone familiar with the content assess the comment. Is knowledge missing, has an agreement changed, or could the explanation be clearer?
Improve the source and review again.
Update the relevant knowledge through your editorial process. Then check whether the answer and explanation align better with the original question.
Insights & quality
Greater insight into the quality of your answers.
Feedback, the No Answer log and Insights give you different starting points. Use them together to determine which knowledge needs attention.
Feedback: did the answer help?
The user’s response provides context for the answer. What was useful, and where did someone still get stuck?
No Answer log: where did it fall short?
See which questions Archie couldn’t answer. Investigate what information is missing or needs clarification.
Insights: what do you see recurring?
Review ratings, answers and usage by application and period, among other things. Investigate recurring themes and knowledge gaps.
From practice
Improve knowledge with the people who use it.
Feedback as part of knowledge management.
At Jumbo, employees have access to articles, work instructions and documents through Archie. They can provide feedback on answers. Together with quality control and knowledge analysis, this helps improve the knowledge base.
Read the Jumbo caseGood to knowYour questions.
Your questions.
Clearly answered.
This is what you need to know about feedback and improving your knowledge.
What do you mean by Feedback?
We mean employees’ responses to answers from Archie. They provide starting points for assessing the knowledge and explanations used, and improving them where necessary.
What is the difference from the No Answer log?
Feedback is about the experience with an answer. The No Answer log makes questions visible that Archie couldn’t answer. Both help you investigate which knowledge needs attention.
Does a response immediately change the knowledge base?
Use feedback as a reason for content review. Your team decides which information needs to be adapted and checks changes through the editorial process. A response is not confirmation that a change is substantively correct.
Is a negative rating always an incorrect answer?
No. Someone may, for example, miss an intermediate step or have difficulty with the wording. Therefore, review the question, answer and context before deciding what needs to change.
Can we see ratings in Insights?
Insights shows ratings, answer percentages and usage by application and period, among other things. During setup, discuss which data is relevant to your application and how you want to use it.
How do we get started with an effective feedback process?
Choose a team and agree who reviews the responses, who checks the content and when you follow up on improvements. Bring a recognisable example to the demo. We’ll then look at how Archie fits your way of working.
Make it personal
What can your team tell us?
Bring an answer that could be improved. Together with an Archie expert, discover how to use feedback for clearer knowledge and better support.
Your practice as the starting point. Together with an Archie expert.