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, you can’t improve what you can’t measure.
Fortunately, you can extend Confluence with a powerful app—Viewtracker – Analytics for Confluence—to create a more valuable knowledge base.
Learn how Viewtracker can be used to build a 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 the Viewtracker app. And then analyse how the knowledge base performs against the number of support tickets raised. From there, just optimise 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 knowledge base content. Using Viewtracker 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 optimise those pages to make sure the content is easily accessed and readable by both teams and customers.
With Viewtracker, 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.
The app 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 analyse what types of content your users are most interested in.
As mentioned earlier, 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 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 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 knowledge base evolves with your product. Viewtracker’s global Confluence statistics help you organise the site as it grows and optimise content where necessary. 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.
The Viewtracker app 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 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’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 knowledge management to the next level.
Learn more about content analytics and reporting on our website.
