Discover the words customers search for and which missing answers send them from self-service documentation to a support queue
Discover the words customers search for and which missing answers send them from self-service documentation to a support queue.
Use Formkii to collect focused feedback from people who recently searched your help center. Share a short survey by link or QR code, review the responses, and export them to CSV when you need a closer look.
What gets in the way
- Ask about unsuccessful searches as well as successful ones. Feedback only from article readers misses people who never found a useful result.
- The right moment to ask: After a search session or when someone contacts support after trying documentation.
How Formkii helps
Start with a specific experience
What were you trying to find? What words did you search for? Use these prompts to anchor the response in a recent task rather than a general impression.
Understand what needs to change
Did you find an answer that matched your situation? What was missing from the closest article? What did you do next? Leave room for an explanation so a score does not hide the reason behind it.
Give the feedback a next step
Collect common search phrases and map them to existing articles. Rewrite titles using customer language, add missing scenarios, and connect related articles where the task spans several steps.
Best tools for help-center search
Common questions
Who should receive this survey?
People who recently searched your help center.
When should we ask for feedback?
After a search session or when someone contacts support after trying documentation.
What should we do with the answers?
Collect common search phrases and map them to existing articles. Rewrite titles using customer language, add missing scenarios, and connect related articles where the task spans several steps.
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