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Engage, Respond, Improve: Maximizing User Interaction with Comments and Feedback

Posted by ElmiraElmirain Documentation UX on 6/19/2024 — 6 minute read

Engaging with your audience is more than just sharing information; it’s about fostering conversation and building a community. In the digital age, comments and feedback serve as the lifeblood of user interaction, transforming monologues into dialogues and single narratives into rich, multi-perspective discussions.

In this blog post, we’ll delve into the art of encouraging user engagement and converting passive readers into active contributors. Additionally, we’ll provide tips on harnessing the power of users’ insights to enrich your content and cultivate a loyal following.

Why Do We Need User Feedback?

Feedback can be the spark that ignites the flame of innovation. It is the dialogue between the user and developer that molds collaboration. Developer-customer communication is the cornerstone upon which the edifice of user-centric design is built.

One notable example of developer-customer communication is the evolution of Instagram’s visibility algorithm. Initially, Instagram displayed posts in chronological order. However, as the platform grew, users found it increasingly difficult to keep up with the sheer volume of content.

Feedback from the community indicated that users were missing out on posts most relevant to them. In response, Instagram developers used this feedback to revamp the algorithm. The new visibility algorithm prioritized content based on user engagement – what they liked, commented on, and spent time viewing.

This shift to a more personalized feed was a direct result of listening to user feedback and demonstrated the power of developer-customer communication in creating a design that truly resonates with the end-users’ desires and usage patterns. It is a prime example of how feedback can transform a product to better align with the needs and expectations of its user base.

Typical Forms of Getting Feedback for a Digital Product

Gathering feedback is a pivotal step in the lifecycle of a digital product, providing invaluable insights into user experience and satisfaction. Here are some typical forms of collecting feedback:

  • User surveys and questionnaires. These structured tools ask users specific questions about their experience with the product. They can be distributed via email, embedded within the product, or hosted on a website.
  • Feedback forms. Often found within the product itself, these forms allow users to report issues, suggest improvements, or express their satisfaction at any moment during their interaction with the product.
  • Social media monitoring. By keeping an eye on social media platforms, companies can gather unsolicited feedback and gauge public sentiment about their product.
  • User interviews. Conducting one-on-one interviews can provide deep insights into user needs, behaviors, and pain points.
  • Usability testing. Observing users as they interact with the product in a controlled environment can highlight areas for improvement that might not be revealed through other forms of feedback.
  • Analytics. Digital analytics tools can track user behavior within a product, providing data on how features are used and where users may encounter difficulties.
  • Net Promoter Score (NPS). This metric is derived from asking users how likely they are to recommend the product to others, which can be a strong indicator of user satisfaction.
  • Customer support interactions. Feedback can also be collected indirectly through customer support channels, where users’ issues and questions can reveal insights into their experiences.

Each of these methods offers a different lens through which to view the user experience, and together, they can provide a comprehensive picture that guides product development towards truly user-centric solutions.

How to Use Comments and Feedback for User Engagement

Using comments and feedback effectively is crucial for enhancing user engagement and driving product improvements.

Let’s focus on text feedback. When users leave detailed text feedback, particularly when downvoting a topic, it provides specific insights into what they dislike or what could be improved. This direct form of feedback is valuable for making targeted changes.

Follow-up emails are closely connected to text feedback. If users opt to leave their email, it’s an opportunity for you to engage with them directly. You can follow up to better understand their concerns better and inform them about any changes made based on their feedback. This engagement can increase user loyalty and further user engagement.

What you need next is building a feedback loop. A feedback loop is a system used to gather and utilize feedback to improve a product, service, or process. It involves several key steps:

  • Collection. Gathering feedback from various sources such as surveys, user comments, support tickets, and analytics.
  • Analysis. Evaluating the feedback to identify common themes, insights, and areas for improvement.
  • Action. Implementing changes based on the feedback to address user needs and enhance the product or service.
  • Communication. Informing users about the changes made in response to their feedback, which can increase user engagement and trust.

The goal of a feedback loop is to create a continuous cycle of improvement, where user input directly influences the evolution of the product or service, leading to higher satisfaction and better user experiences.

All feedback can be classified into direct and indirect. Direct feedback includes comments, emails, and any form of communication where users explicitly state their opinions. It is a rich source of actionable data. Indirect feedback involves analyzing user behavior through analytics, monitoring social media, and customer support interactions. By using this information, you can get feedback that users may not directly communicate.

In addition to product improvement, both direct and indirect feedback can have other advantages. The most outstanding is building product image. By using information from customer feedback, you can write and share stories of how user feedback has led to product improvements. This transparency can enhance your product’s image and show that you value user input.

By establishing a robust feedback loop, you can create a more engaging and user-centric product. Remember always to acknowledge the feedback received, act on it, and close the loop by informing users about the changes made. This process not only improves the product but also fosters a strong community around it.

Feedback and Commenting Features in ClickHelp

ClickHelp is a modern online documentation platform that offers various feedback and commenting features to engage users and collect their input. Here’s how these features can be used:

  • Likes/Dislikes. This simple feedback mechanism allows users to quickly express their opinion about a particular piece of content. It is a form of indirect feedback that can help gauge the overall reception of your documentation.
  • Text Comments. Users can leave detailed feedback in the form of text comments. This feature often includes the option for users to leave contact details, which can be valuable for follow-up discussions and building a relationship with your audience.
  • Disqus. This is a popular third-party comment hosting service that can be integrated into ClickHelp. Disqus facilitates discussions by allowing users to comment on documentation pages. It also provides moderation tools, analytics, and the ability to sort comments.
  • Graphcomment. Another third-party comment platform that can be used with ClickHelp. Graphcomment focuses on creating a social discussion environment, encouraging community engagement through threaded conversations and social media integration.

Integrating Disqus and Graphcomment into ClickHelp does not require an SDK. These platforms offer embeddable widgets that can be easily added to your ClickHelp documentation. Here is a general guide on how to integrate them:

Disqus Integration:

  • Create a Disqus account. Sign up for a Disqus account and set up a site profile for your documentation.
  • Configure Disqus. In the Disqus admin panel, configure the settings to suit your needs, such as moderation rules, notifications, and appearance.
  • Set up ClickHelp. Log in to your Clickhelp documentation portal and insert your Disqus shortname.
  • Save the changes and enjoy the Disqus section. at the bottom of a topic.

Graphcomment Integration:

  • Sign up with Graphcomment. Create an account and configure your discussion settings.
  • Get your unique ID tailored to your settings.
  • Set up ClickHelp. Similar to Disqus, you can insert this ID into your ClickHelp documentation pages.

By incorporating these feedback and commenting features, you can create an interactive and responsive documentation experience. They allow you to collect valuable user feedback, which can be used to improve your content and ensure it meets the needs of your audience. Remember to actively monitor and respond to comments to foster a sense of community and show that you value user input.


The power of user interaction through comments and feedback cannot be overstated. It is the cornerstone of continuous improvement and community building. By engaging with your users and valuing their input, you create a dynamic environment where constructive criticism and praise go hand in hand to refine and enhance your offerings. Whether it is through direct responses, implementing changes based on user suggestions, or simply acknowledging the time someone took to write a comment, every action you take shows that you are listening and care about your users’ experiences.

Remember, the goal is not just to collect feedback but to foster an ongoing dialogue that benefits both the users and the creators. So, keep the conversation flowing, be responsive, and let every comment and piece of feedback be a step towards excellence.

Good luck with your technical writing!
ClickHelp Team
Author, host and deliver documentation across platforms and devices

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