Launching the new help widget - early access

Hi everyone,


We’re super excited to launch a new version (beta) of the feedback widget this week. With the new help widget, you can:


  • Embed a branded contact form on your website or product.
  • Show solution articles wherever your users are.
  • Optimize for deflection, by guiding users to solution articles before they reach out to you.




And that’s not all. Beyond just a simple contact form, the new widget can actually help you understand when your customers are frustrated. 


For instance, if a button on your site isn’t working, and a customer is clicking on it many times hoping it’d work, the widget can popup and ask if they need help. We’re also planning to add more signals to determine if customers are frustrated on your website (like, when they scroll up and down a couple of times, clearly looking for something). If you’ve got ideas on more signals we can add, we’d love to know!


Over time, this widget will evolve to support bots, and provide options for you to include other channels (like chat) as well.



If you'd like to give the beta a shot, please leave a comment below. Just so you know, when we enable the beta: 

  • Your existing popup feedback widgets will continue to work, but you'll no longer be able to access the settings for it from Admin. 
  • Your existing embedded feedback widgets will work, and you'll be able to create new embedded widgets from a renamed section in Admin called Feedback form.


Shankar


19 people like this

Hi, please sign us up for testing the beta!

I'd like to try this beta out.


Thanks!

Yes please.

Hi Max, Alex, 


We're launching on Thursday and we'll have it enabled on your account right away when we launch :)


Can't wait to hear your feedback once you play with the new widget. 

Hi Adam,


Thanks for your interest! We'll have it enabled on Thursday when we launch.

Please sign us up for testing this as well. Thanky you!

Can't wait to test this ;)

Sign us up too please.

Hi Nicolas and Sara, sure :)


We ran into some issues last minute during our last deployment, we hope to ship the beta either today or Monday! 


I'll update here once we enable the feature on your accounts.


Hi everyone,


Just enabled the widget on all your accounts! Please do try it out from Admin > Widgets and tell us what you think :)

Brilliant! This is great.

I notice you have 'Frustration Prediction' mentioned above - how does that work? Or is that not yet enabled?

Hi Sara, 


This works if you have Session Replay enabled. You can go to Admin > Session Replay, enable the feature. Once you do that, you'll have the 'frustration tracking/prediction' option show up when you create a new widget.


We're working on making this seamless :) Tell us where you embed the widget! 

Bitte schaltet mich für die Beta frei.


Danke - https://service.printalio.de

Hallo Lutz,


Aktiviere einfach die Beta für dein Konto!


Bitte spielen Sie mit dem Widget und sagen Sie uns Ihre Meinung :)

Shankar, where is the documentation for the new widget/API?

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