"Did this solve your problem?"
I am trying to figure out how prompt users to respond to whether an answer solves their question. If they say "yes/solved" we'd close it out on the backend. If they say "no" it would indicate that we need to try again.
I know you can trigger emails, but how do we keep the board looking good so that there aren't unanswered questions?
Hi sparkygirl
As far as prompting a user I'm not quite sure when you envision that prompt happening. When the original author returns to the thread on the community? What if there are multiple replies? If you could share some more details, it could probably be done.
We spent the last year or so really working to bring up our accepted solution rate. One platform change we made was to make the "Accept as Solution" button the most prominent thing on the page.
But we also had our moderators start private messaging the original authors if it appeared there was a solution and asking them to accept it. The messaging we use explains that marking an accepted solution helps other community members find answers.
If we receive no response to that, we sometimes ask our "Champions" (what we call our super users) to mark a solution on behalf of the author if they see one that looks valid. Our community team doesn't have the required product expertise to make that call (we sell a variety of engineering and manufacturing software), but our Champions do, and we have given them the permission required to mark solutions and empowered them to do so when we ask.
That has been very effective, and we've brought our accepted solution rate up over 50% consistently, which was our goal. Mostly, this is due to the moderators communicating with the original authors. If you have people available to do that it works.
