Answers makes it easy to get quick insights from your voice of customer data. You can think of it as a Google Search on your qualitative data.
Asking questions
Ask a question in answers by entering a question in the question box at the bottom of the page and clicking the "Ask" button or pressing Enter.
We recommend asking questions in the following format:
What are [users, customers] saying about [feature, product, services, etc.] in [time frame]?
Here are some examples of questions:
"What are users saying about the mobile app in the last 90 days?"
"What are customers saying about shipping issues in the last 30 days?"
"What are customers saying about annual billing options in the last 30 days?"
Questions can take 8-12 seconds to answer- this is what is going on behind the scenes:
The semantically similar topic is detected in the question.
The semantically similar topic is detected through out the interactions in your voice of customer data creating a subset of interactions matching the topic.
The subset of interaction data is summarized and an answer is generated.
After the question is answered you can click "See the most relevant examples" to see the customer interactions that supplied the answer.
Creating threads
When you come into Answers you will see questions are organized into threads. Threads are listed on the left, and you can ask sequential questions in the center pane.
Click the "New" button in the top right to create a new thread and click the thread title area to rename the title of the thread.
Sharing threads
To share a thread, select the thread from the left-side pane, then click the "Share" button and end your team member's email.
The shared thread will now show in your team member's threads and they can ask questions on the thread as well.
Deleting threads
To delete a thread select a thread and then click the "Delete" button in the top right.