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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."

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    Comment

    • Kyle

      Ha, many of us have been cursing this pop-up for ages. How can this behavior possibly be considered beneficial given the annoyance in dealing with it? I was on a site a few months ago where they had something similar but the big difference was that there was a check box option not to have it displayed in the future. That would be my default setting.

    • Baxter

      I'd like to like this but don't see the option viewing the page in Chrome, so will add a comment instead.

      This is something of an annoyance, furthermore I'm not sure it tells Oracle what they think it does - query avoidance by providing answers instead? I probably search answers about 20 times a week, and on only about one or two of those visits will I be doing that because of an issue I'd then go on to raise. I look at answers to remind myself how to make a configuration change, or check we're doing something as per best practice, or general research - none of which would result in me raising a service request if I couldn't immediately find the answer. I wouldn't like to think this means Oracle have decided that 28/30 times the knowledgebase saves me from logging a ticket - it's good but not that good! :)

       

    • Kyle

      Can't believe I'm still seeing this #$%@& pop-up when I visit the Community. Seriously, what value does this provide, especially at the expense of the customer? It's even more annoying than proactive Chat widgets that websites display for no apparent reason. At the very least, provide a check box option in that pop-up that allows the customer to indicate they don't want to see it again.

      I think the irony is often overlooked that your customers here are in the CRM industry so this type of stuff will never end well.

    • The Joan

      I totally agree! Oracle has no idea the emotional toll that pop-up box plays on me when I'm stressed about trying to find information. Why isn't the goal to make it as easy as possible for me to find the information I need instead of the goal being for some internal analytical purpose for Oracle that has zero benefit to me as a customer.

      If this is absolutely a necessary evil, then I agree with Kyle that I should have the option not to see it again. I never give you a valid answer anyway. I'll randomly pick one or the other just to make the box go away.

    • Mike Griffiths

      The popup annoys me too, if only because it's asking me if I plan to raise a ticket before I've even searched for the item I want, let alone determined if whatever Answer is available answers my question(s) suitably. It would be far better to ask the question when raising an Incident, or possibly after one has been raised.

      "Did/Are you raise/raising this Incident as you were unable to find the information in the Knowledgebase?"

      The results of this would be far more meaningful that the current ones.

       

    • Kyle
      Mike Griffiths said:

      It would be far better to ask the question when raising an Incident, or possibly after one has been raised.

      "Did/Are you raise/raising this Incident as you were unable to find the information in the Knowledgebase?"

      View original

      Of course they would already be able to pull this from the session log where it shows what we did and the articles we viewed prior to submitting the service request.

    • Mike Griffiths
      Kyle said:
      Mike Griffiths said:

      It would be far better to ask the question when raising an Incident, or possibly after one has been raised.

      "Did/Are you raise/raising this Incident as you were unable to find the information in the Knowledgebase?"

      View original

      Of course they would already be able to pull this from the session log where it shows what we did and the articles we viewed prior to submitting the service request.

      View original

      ...which makes the survey question all the more pointless. laugh

    • Kyle
      Mike Griffiths said:

      ...which makes the survey question all the more pointless. laugh

      View original

      Exactly. Or at least to the point where this should not be mandatory participation every time you visit the community. LIke Joan, I just pick a random response, say a curse to the CRM gods and get back to doing what I need to in the support site.

    • Edward Hobart

      Hi All!

      I have scheduled a meeting internally to discuss options for changing this. We are supposed to meet next Monday and I will update you as soon as I can after to keep you in the loop on where this is heading.

      Have a fantastic weekend!

      Edward

    • Kyle

      In honor of the upcoming 4th/July holiday perhaps we can replace the pop-up window with fireworks.

    • Kyle

      Ugh, here I was getting ready to search the KB and that stupid feedback window shows up like a bad case of herpes. I thought this was being addressed and based on the feedback in this topic isn't it pretty obvious that it just needs to go away?

      BTW, this topic came up at a recent user group meeting and I learned from an Oracle employee that this pop-up is actually disabled for them so they never have to see it. Seriously?!

      Whoever is making the decision to keep displaying this feedback survey seems to be missing the obvious point that you're dealing with customer service people!

      Please, just disable it until you can present us with a logical and valid reason for why it keeps showing up.

    • Edward Hobart

      Hey All!

      Since this issue has “popped-up” again, I wanted to address it briefly. Sorry for the bad pun, but I just couldn’t help myself. Obviously, I’m aware of this as well as the distaste that exists out there for it and the arguments against it. As a team, we are in total agreement that this needs to be changed and represents a really frustrating experience. The problem is that currently there are other items in our queue that are taking priority. Additionally, due to some complexities on our end, we aren’t able to simply disable it at this time.

      I know none of the above represents a solution, but I want you to know that this concern is squarely on our radar and it will be addressed. In the meantime, please let me know if you’d be open to having a quick call to discuss potential alternatives. Improving the customer experience through feedback like this is exactly the reason I’m here and I want to make sure that the lines of communication are always open and available.

      Edward

    • Rajan Davis

      Add the following line of code to your script, deploy to production:

      $('.yui3-widget-mask,#rnDialog1_c').remove()

    • Kyle
      Rajan Davis said:

      Add the following line of code to your script, deploy to production:

      $('.yui3-widget-mask,#rnDialog1_c').remove()

      View original

      Rajan, you should receive the next Community All-Star award just for this contribution alone! yes

    • Jared

      Joining the choir on this one. I'm sure dozens of others would too if they knew there were an Idea Lab suggestion open already.

      I’d like to propose that it could be canceled with the ESC key or there could be a CANCEL option so I can quickly continue without engaging my own internal Existential Meaning of Life Engine to determine whether I plan to submit an incident or not. The problem is this: at the point this appears, I have no idea whether I plan to submit an incident or not. Yes or No is a decision that I make later. It was badly designed from the beginning, and you should already have enough data from it to make whatever decisions you needed to make with your survey.

      Next comment will be in all caps. :-)