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    [Delivered] Eliminate Pop-Up Box from CX Support Site...
    Idea posted March 17, 2015 by The JoanExpert, last edited February 3, 2016 by eleepHero, tagged Other 
    716 Views, 28 Comments
    Title:
    [Delivered] Eliminate Pop-Up Box from CX Support Site Knowledge Base
    User Story / Description:

    This pop up box causes too many swear words to come out of my mouth. It is so annoying. I'm usually stressed when I'm searching the CX knowledge base for support, and this adds to my stress. I never know at that point whether or not I'm planning to file a ticket. Please either get rid of this or give me the option to opt out of it. I don't think the metrics your are gaining from this outweigh the value of reducing customer satisfaction. I also question the value of the metrics you are getting because I'm either in the mood to always so no, always so yes, or alternate whether I say yes or no, it's just a very random answer that has nothing to do with whether or not I plan to submit a support "incident."

    Picture:

    Comment

    • The Joan

      Jared: I believe the answer is "42."

    • Kyle

      Guess what I saw when searching the documentation today...SMH

    • Matthias Hintner

      Apologies to the one how created the idea, I have just "liked" this idea now. Previously I always thought that this must be a bug and will be reverted soon, but looks like Oracle is waiting for more "likes" for this idea before they will action it. So I have added my "like" to this idea from today and I encourage everyone else to do the same who haven't bothered to "like" this in the past

    • Kyle
      Matthias Hintner said:

      Apologies to the one how created the idea, I have just "liked" this idea now. Previously I always thought that this must be a bug and will be reverted soon, but looks like Oracle is waiting for more "likes" for this idea before they will action it. So I have added my "like" to this idea from today and I encourage everyone else to do the same who haven't bothered to "like" this in the past

      View original

      No worries, Matthias, there's really not an appropriate place to discuss it although I would agree it doesn't classify as an Idea. The number of Likes don't factor into any idea being delivered so that's not why Oracle chooses to ignore this.

      Rajan proposed what appears to be a very easy fix and yet we're still seeing this stupid pop-up.

      Not sure if I mentioned this but I was talking to an Oracle employee and this topic came up. I was told that Oracle has a process in place where employees don't see this pop-up when visiting this site. If that's true then the idiocy level just rose exponentially in forcing customers to endure it. angry

    • Matthias Hintner
      Kyle said:

      No worries, Matthias, there's really not an appropriate place to discuss it although I would agree it doesn't classify as an Idea. The number of Likes don't factor into any idea being delivered so that's not why Oracle chooses to ignore this.

      Rajan proposed what appears to be a very easy fix and yet we're still seeing this stupid pop-up.

      Not sure if I mentioned this but I was talking to an Oracle employee and this topic came up. I was told that Oracle has a process in place where employees don't see this pop-up when visiting this site. If that's true then the idiocy level just rose exponentially in forcing customers to endure it. angry

      View original

      Hi Kyle,

      my comment was more meant to be sarcastic as it looks like Oracle is hard headed on this.

      I also know that many likes do not have an impact on what will be delivered by Oracle or at least make it on the roadmap, unfortunately.

    • Edward Hobart
      Kyle said:
      Matthias Hintner said:

      Apologies to the one how created the idea, I have just "liked" this idea now. Previously I always thought that this must be a bug and will be reverted soon, but looks like Oracle is waiting for more "likes" for this idea before they will action it. So I have added my "like" to this idea from today and I encourage everyone else to do the same who haven't bothered to "like" this in the past

      View original

      No worries, Matthias, there's really not an appropriate place to discuss it although I would agree it doesn't classify as an Idea. The number of Likes don't factor into any idea being delivered so that's not why Oracle chooses to ignore this.

      Rajan proposed what appears to be a very easy fix and yet we're still seeing this stupid pop-up.

      Not sure if I mentioned this but I was talking to an Oracle employee and this topic came up. I was told that Oracle has a process in place where employees don't see this pop-up when visiting this site. If that's true then the idiocy level just rose exponentially in forcing customers to endure it. angry

      View original

      Hi Kyle -

      I'm not sure with whom you spoke, but the above just isn't true.

      As I've mentioned here before, removing this pop-up is on our list of things to get done. Also, the issue is not that we don't know how to remove it...we do. The issue is that there are complex business considerations on our end that will need to be worked around to be able to do this. I can assure you that it's not fun for any of us to see you guys commenting on negative experiences, but for us it's not as simple as just removing it.

      Please hang in there, and I'll be sure to keep this thread updated as we move forward.

      Thanks,

      Edward

       

    • Kyle
      Edward Hobart said:
      Kyle said:
      Matthias Hintner said:

      Apologies to the one how created the idea, I have just "liked" this idea now. Previously I always thought that this must be a bug and will be reverted soon, but looks like Oracle is waiting for more "likes" for this idea before they will action it. So I have added my "like" to this idea from today and I encourage everyone else to do the same who haven't bothered to "like" this in the past

      View original

      No worries, Matthias, there's really not an appropriate place to discuss it although I would agree it doesn't classify as an Idea. The number of Likes don't factor into any idea being delivered so that's not why Oracle chooses to ignore this.

      Rajan proposed what appears to be a very easy fix and yet we're still seeing this stupid pop-up.

      Not sure if I mentioned this but I was talking to an Oracle employee and this topic came up. I was told that Oracle has a process in place where employees don't see this pop-up when visiting this site. If that's true then the idiocy level just rose exponentially in forcing customers to endure it. angry

      View original

      Hi Kyle -

      I'm not sure with whom you spoke, but the above just isn't true.

      As I've mentioned here before, removing this pop-up is on our list of things to get done. Also, the issue is not that we don't know how to remove it...we do. The issue is that there are complex business considerations on our end that will need to be worked around to be able to do this. I can assure you that it's not fun for any of us to see you guys commenting on negative experiences, but for us it's not as simple as just removing it.

      Please hang in there, and I'll be sure to keep this thread updated as we move forward.

      Thanks,

      Edward

      Hi Edward, I believe it was someone from the Oracle location where we hold our user group. The issue came up for discussion during one of our meetings and I think that's where the comment stemmed from.

      So it's not possible to just suspend the pop-up? Is Oracle somehow relying on the metrics that this yes/no generates b/c I don't think they would be reliable. I just randomly pick an option every time this window appears so it will go away. As an organization I wouldn't use the results from this survey to make any business decisions.

    • Jared

      I'M POSTING IN ALL CAPS ONLY BECAUSE I SAID MY NEXT COMMENT WOULD BE IN ALL CAPS BUT I DO BELIEVE THIS ISSUE HAS BEEN RESOLVED. IT'S NOT HAPPENING TO ME WHEN I GO SEARCHING. HAS IT BEEN RESOLVED OR DID I SLIP INTO AN ALTERNATE, HAPPIER UNIVERSE?

      Joan: If only there were a place where we could select "42" on the popup... :-)

      Thanks,

      Jared

    • The Joan

      Jared,

      I think you have just been lucky. I had it as recently as last week.

    • Kyle
      The Joan said:

      Jared,

      I think you have just been lucky. I had it as recently as last week.

      View original

      Unfortunately Joan is correct. I still see this meaningless pop-up appear.

      The irony is that forcing a survey on your customers knowing that the results are not valid would be in any Service Cloud best practices presentation on what not to do to your customers. SMH.

    • Edward Hobart

      Hi Everyone!

      It is with tremendous pleasure and even more relief that I want to tell you that the beloved pop-up has finally been removed. It has taken quite a while and I know it’s difficult when you don’t have the insight of what’s going on behind the scenes and why, but I want to make sure that you understand that we very much appreciate your patience. It’s been a long time coming.

      That being said, if you happen to encounter this borderline evil and certainly poorly worded question in the future, please let me know right away. That would definitely not be our intended functionality.

      Edward Hobart – Support Experience Manager – Oracle Service Cloud

    • Kyle
      That is excellent news, Edward! I rarely drink, but the next time I do I will raise a glass to the death of that pop-up survey windows!
      
    • The Joan

      And the heavens open up and the angels sing with joy!