Having users’ feedback is crucial. However, we haven’t implemented any kind of knowledge base or interactive feedback mechanism inside the Aragon client.
The reason has always been privacy. Those systems are usually centralized, US-based, and track users. Yet we feel the need to have such a system in place, so users can opt into having help, access to a knowledge base and possibly open issues and request feedback from the comfort of a chat-alike interface.
I’m thinking about integrating a help button across the product. When you click it, it will request your consent to load the help system, and therefore a third-party script that may track you. If consent is given, we could then load something like Intercom or Help Scout.
Those systems give us the following features:
- Friendly and easy to maintain knowledge base
- Contextual help, like displaying a knowledge base post about how to transfer tokens while the user is in the token manager
- Support tickets via chat or email, in case the knowledge base is not enough for the user’s needs
- Shared inboxes so people across multiple Aragon teams can access it and help support users
- User satisfaction surveys to both documentation and user support chats
There are some differences between the systems, and after analyzing and trying both out, I’m posting my thoughts here.
- Default knowledge base template is pretty
- GitHub integration: Issues can be opened with a click from a chat conversation, and then the user is automatically notified when the GitHub issue is closed
- Engage package: Which we can use further down the road to interactively tell people about new product features and stuff they could do with the product (e.g. you haven’t added members yet, mint a new token now!)
- Intercom branding is very visible
- No themeable knowledge base using CSS
- Fully themeable knowledge base using CSS
- Can remove Help Scout branding
- Doesn’t work with GitHub by default (have to use Zapier)
Pricing and everything else is very similar, with Help Scout being less pricey.
I think the Intercom brand is very strong, but maybe some users in the crypto community won’t like it. Therefore I think Help Scout could make sense since we can remove that branding and completely customize our knowledge base.
I think this is very high priority. We could learn a lot about our users and their confusion this way, and also guide and help them along the way.