Help questions that show where users get stuck and give up
Ask users how they found help in the app, whether it answered their question and what they had to work out alone. Each question below comes with when to ask it and what the answer tells you.
What in-app help survey questions tell you
In-app help survey questions ask users how they get unstuck: whether they found the help section, whether it answered their question, how long it took and what they had to work out alone. Users who can't find help write to support or give up, and these answers show which articles and tips are missing.
Ask within a day of a help visit, or a few weeks after you change the help section. Usertick doesn't run inside phone apps, so put the survey's link at the end of a help article, send it by email, or show it on your web app's help pages. Pick four to six questions and keep the contact question for users who want a reply.
Each written answer gets a type such as question or complaint, a theme and a sentiment, so the tasks users struggle with group together. The inbox gives each response an owner and a status, and a workflow can send it to Zendesk or Intercom.
- Questions
- 15
- Best asked
- Within a day of a help visit
- Industry
- Mobile apps
- Where to find them
- From library in the Usertick survey editor, on every plan
The 15 help inside the app questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Finding help in the app
Start with whether users looked and how easy help was to find, before you judge the articles themselves.
- 01Yes / No
Have you looked for help inside the app?
A yes or no on looking for help inside the app. Add logic so users who answer No skip the questions about the help section.
- 02Customer effort
How easy was it to find the help section?
A customer effort score for finding the help section, on a 7 point scale. A low score means users can't find help before they read a word of it.
- 11Yes / No
Would a search box in the help section help you?
A yes or no on a search box in the help section. A high share of Yes beside a low effort score for finding help makes a clear case for adding one.
- 07Yes / No
Did you have to leave the app to find an answer?
Whether the user had to leave the app for an answer. Every Yes is a gap in the help inside the app, and the open answers name the topic.
Whether the help worked
These questions rate the answer users found and what it cost them in time and effort.
- 04Stars
How well did the help in the app answer your question?
Rates whether the help answered the question, on five stars. Easy to find with a low rating points to the articles themselves, so read it beside the effort score.
- 08Ruler
How many minutes did you spend looking for an answer?
Minutes spent looking for an answer, on a ruler from 0 to 30. Results shows the median and the middle half, a fair figure when a few users search for a long time.
- 09Big scale
How much effort did getting unstuck take?
How much effort getting unstuck took, from 1 to 10. Results shows the average and a column per step, and selecting the top steps shows those users' tasks.
- 13Emoji
How did looking for help make you feel?
How looking for help felt, on five faces. Results shows each face with its share, a quick read of frustration to follow after help changes.
What users were trying to do
Ask what users did when stuck and what they had to work out alone, the list of articles to write next.
- 03Multiple choice
What did you do when you got stuck?
What users did when stuck, from the app's help to giving up. Results shows each share, and the share who gave up is the number to bring down.
- 06Text
What were you trying to do when you needed help?
The task behind the help search, in the user's own words. AI reading files each answer under a theme, so the tasks that send users to help stand out.
- 14Text
What did you have to work out for yourself?
What the user had to work out alone, in their own words. Each answer names a help article or an on-screen tip that is missing.
- 12Screenshot
Capture the screen you needed help with
A capture of the screen that needed help. From your phone app, use File upload so users can attach a screenshot they took. On your web app, the Screenshot question captures the page. Both are on every plan, and Free allows 1 of them per survey.
How users want help and replies
Ask which kind of help and contact users prefer, and where to send a reply.
- 05Multiple choice
Which kind of help works best on a phone?
Lets users tick the kinds of help that work on a phone. Results shows a bar with the share for each, a guide before you write more articles or record videos.
- 10Dropdown
How would you rather contact us from the app?
How users would rather contact you from the app, from chat to a community forum. Results shows each share, a guide for which contact option to offer first.
- 15Contact
If you would like a reply, where should we send it?
Where to send a reply, for users who want one. Results shows a table of names and emails, and the inbox gives each response an owner so the reply goes out.
Tips for asking about help inside the app
Small choices that get honest, useful answers.
- 01
Put the link at the end of articles
Add the survey's link to the bottom of your help articles, so users rate the answer they just read.
- 02
Offer a reply
Keep the contact question at the end and optional, and give each response that leaves an email an owner in the inbox.
- 03
Write the missing article
Read the answers about what users worked out alone each month, and turn the most common theme into an article or a tip on screen.
- 04
Use a side button on help pages
On your web app's help pages, show the survey as a side button, so users can answer while the article is still open.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about help inside the app
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
At the end of a help article as a link, by email after a support contact, or on your web app's help pages. Usertick doesn't run inside phone apps, so the link opens the survey on the hosted page.
Four to six. Start with the effort score for finding help and whether it answered the question, add what users were trying to do, and end with the contact question.
Yes. The contact question collects a name and an email, Results shows them in a table, and the inbox gives the response an owner and a status.
On every plan, a workflow can send a response to Zendesk or Intercom. From Starter, it can also post to Slack or Microsoft Teams or call a webhook.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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