How effective is your support documentation?
A knowledge base not only provides information that aids your support agents, it also enables customers to resolve problems by themselves. Hence, it’s more than just a product manual. An effective Confluence knowledge base can greatly improve both the customer and employee experiences.
That said, Confluence (server) out-of-the-box lacks the analytics capability required for a robust knowledge management platform. Without analytics and good Confluence knowledge management in place, you can’t improve your content.
Fortunately, you can extend Confluence with a powerful app—Viewtracker – Analytics for Confluence—to create a more valuable knowledge base.
Learn how Viewtracker – Analytics for Confluence can be used to build a Confluence knowledge base that your teams and customers will love in just four steps.
If you’re already using Jira Service Management (JSM), previously Jira Service Desk (JSD), for customer support, connecting it with your Confluence instance is an easy way to gain useful insights into content quality and performance.
Through JSM, you can track the types of issues that are taking up most of your support team’s time, and see if the existing content is helpful for both customers and support agents.
For example, you can compare the page statistics across your Confluence spaces using Viewtracker – Analytics for Confluence. And then analyze how the Confluence knowledge base performs against the number of support tickets raised. From there, just optimize the content according to best practices (e.g. including a FAQ section to address common customers’ queries).
By enabling customers to help themselves, you can also free up your support agents for more meaningful work. That brings us to the next step.
Conduct a performance audit to determine the impact of your Confluence knowledge base content. Using Viewtracker – Analytics for Confluence, you can measure the following metrics:
With these two metrics, you can find out if the content:
For example, you can identify pages with critical information and number of views, then optimize those pages to make sure the content is easily accessed and readable by both teams and customers.
With Viewtracker – Analytics for Confluence, you can easily identify the most popular content and how users interact with the content. For example, a page with many views and likes is a strong indicator that viewers find the content very effective.
Viewtracker – Analytics for Confluence also integrates with other Marketplace apps like Scroll Viewport, Confluence Mobile App, or the Linchpin app, to give you a complete picture of your support performance. You can filter page views by devices, pages, blog entries, or spaces to analyze what types of content your users are most interested in.
As mentioned earlier, by integrating Confluence and JSM, reporting Confluence page statistics against JSM tickets gives great insights into your customer support effectiveness. As soon as a user visits your Confluence page via the portal, Viewtracker – Analytics for Confluence tracks the visit, and you can later filter for the source. Increased page views and reduced tickets can mean users are finding the content helpful.
Besides measuring self-service delivery, you can also look into how your support team is leveraging the Confluence knowledge base to solve more complex issues.
Collect feedback from the team on whether the content enables them to reduce resolution time. Let’s say that the page views are up but the resolution time is not reducing. Then you might want to add new articles based on the customers’ questions to cover the topic more thoroughly.
A Confluence knowledge base evolves with your product. Viewtracker – Analytics for Confluence’s global Confluence statistics help you organize the site as it grows and optimize content to assist you with Confluence content management. This is critical to delivering timely information to both the internal support team and customers. If you notice outdated content that is still gaining a lot of views, update it. Alternatively, remove redundant pages that deliver no value to users.
Viewtracker – Analytics for Confluence also captures the edits and events of a particular page. With this data, you can understand how page updates and blog posts affect traffic in Confluence.
More metrics and insights can be gained from the Viewtracker Content & Usage Report, introduced in 2022.
As you’re gathering Confluence analytics and insights, be sure to always respect customers’ data privacy. Play it safe and enable Viewtracker – Analytics for Confluence’s Extended Privacy Mode to stay compliant, specifically with GDPR.
With this feature, you can configure the app to disable usernames when reviewing the content analytics. Other settings let you choose whether to automatically track the views of all pages and blog entries or manually install macros on selected pages.
Continuous content improvement is how you can build a relevant customer-facing Confluence knowledge base that can ease your support team’s workload.
Leverage content analytics and then make data-backed decisions that can take your Confluence knowledge management to the next level.
Learn more about Confluence analytics and reporting with Viewtracker – Analytics for Confluence.
Last updated on August 23, 2023 by bitvoodoo
