February 2025

Coffee Hour - Feedback Workflows, Customer Recognition Awards Nominee Announcement

Here are highlights from the Coffee Hour:

Abbie Tioseco (Connectwise) detailed her approach using in-app messaging via WalkMe to solicit feedback, significantly increasing user responses. She also introduced a release process feedback mechanism integrated with JIRA and Confluence.
Rachel Columb (Verizon) suggested keeping feedback forms open by default to increase engagement and reduce user effort.
Heather Tipton (Nelnet) shared Nelnet’s advanced feedback workflow:
- Making the feedback section sticky with CSS led to a 146% increase in positive feedback.
- Implementing a feedback workflow with Power Automate, Microsoft Lists, and Asana improved efficiency.
- Redirecting users with Pendo integration reduced irrelevant feedback by 55%.
Marc Noble (Waters) discussed challenges in managing large volumes of feedback and plans to leverage contract writers to handle content revisions.
Katherine Wedgewood (Liaison) described Smartsheet-based surveys to track user engagement with product documentation and plans for an incentive-based survey during an upcoming user conference.
Abbie Tioseco (Connectwise) raised the idea of automating peer reviews for documentation within Expert, sparking a discussion on using Power Automate, Microsoft Forms, and embedded templates.
Kalyn Howard shared her manual feedback workflow, where she triages and assigns article improvements directly to content owners, ensuring necessary updates.

Takeaways & Best Practices

Making feedback more visible (sticky positioning, in-app prompts, automated reminders) boosts participation.
Leveraging AI and automation (Pendo, Power Automate, ServiceNow, Smartsheet) enhances workflow efficiency.
Training internal teams ensures consistent engagement with feedback workflows.
Timing feedback collection strategically (e.g., during product releases, education peaks) improves relevance.
Providing user incentives (surveys with rewards) encourages participation in usability assessments.

Nomination are in! Join us as we recognize the individuals and teams who have been nominated for each award category. Was YOUR Company nominated?