SolidProfessor is always seeking ways to improve the customer experience. Your feedback is invaluable and we encourage you to use this process anytime you have a suggestion for any of our teams (Product Development Team, Content Team, and/or Customer Success Team).
1. To leave feedback, please head over to your SolidProfessor dashboard and select 'Give Feedback.'
2. You will then be redirected to our 'Give Us Feedback' Page where you can click on the drop down to select the team you would like to provide ideas or suggestions to. To decide which team would be able to answer your best, let's define each:
- Our Product Development Team is in charge of building and maintaining our platform. They are also implementing new features. Please note: If you believe you found a bug or glitch on the platform, please send a request to our Customer Success Team or contact support directly at support@solidprofessor.com. This way we can address the issue and escalate it to the proper team as needed.
- Our Content Team is in charge of all of our training materials. If you have some recommendations for adding content, improving on current content, or anything that you believe could benefit any of our learners, please feel free to send a message their way.
- Our Customer Success Team is in charge of making sure your experience is the best it possibly can be and you can always reach out to them if you're not sure who to contact. You can reach out to them for immediate, account related requests. For example, you're unsure how to update a user's permissions or have questions about how to add a user to a group.
3. Learn more about how to give feedback for each team.
Select the 'Product Development Team' as shown below and fill in the required information.
After you click 'Submit Feedback', you'll be able to go to the 'Product Portal' to submit ideas and vote on current initiatives that our Product Development Team is considering.
From the 'Product Portal' you can give insight to these initiatives 'Under Consideration', 'In Development', or 'Launched by rating how important it is: Not Important, Nice-to-have, Important, Critical
If you'd like to submit a new idea, click 'Submit Idea' and fill out the information as shown below.
Once you close out of the 'Product Portal', you won't be able to reopen, unless you go through the 'Give Feedback' loop again and continue to the 'Product Portal' as shown above.
Select the 'Content Team' as shown below and fill in the required information.
After you click 'Submit Feedback', you'll be able to go to the 'Product Portal' to submit ideas and vote on current initiatives that our Product Development Team is considering.
From the 'Product Portal' you can give insight to these initiatives 'Under Consideration', 'In Development', or 'Launched by rating how important it is: Not Important, Nice-to-have, Important, Critical
If you'd like to submit a new idea, click 'Submit Idea' and fill out the information as shown below.
In this example, let's pretend that Phoebe Buffay would like to share some insight with our Customer Success Team. She would click on the drop down and select the 'Customer Success Team' and click on 'Submit a Help Request.'
Once 'Submit a Help Request' has been selected, Phoebe will be taken to this page where she is asked to provide us with her email, the subject of the request, description and any files that are relevant.
Once Phoebe has entered in her email, she will move onto the 'Subject' field. When Phoebe starts to type in CSWA, she notices a Knowledge Base article has auto-populated.
Since Phoebe doesn't have any suggestions or inquiries about the CSWA Voucher, she would want to add some additional context for our Customer Success Team in the 'Description' box.
Once Phoebe has filled out all required information, she simply clicks on 'Submit.' As you can see, she has received a confirmation that her request was successfully submitted.
As with the Subject Field, if there is a Knowledge Base article that the system may deem as helpful, it will provide it to you. If this article is helpful, you can choose 'Yes, close my request.' If it does not, please select 'No, I need help.'
