Google Analytics can be a powerful tool in creating knowledge base articles by tracking the search terms your customers use on your website. This data can reveal what information customers are seeking, helping you identify gaps in your current documentation.
By analyzing search term metrics, you can discover new articles to create and use search refinements as labels to improve article discoverability. This ensures that your knowledge base effectively meets customer needs and enhances their self-service experience.
To determine what articles to create for your knowledge base, start by analyzing existing resources like support requests and internal documentation. These resources can reveal common issues, frequently asked questions, and known problems that…
Existing ticket data, internal documentation, and support macros are excellent resources for finding article ideas. By reviewing these, you can identify common support issues and customer pain points that should be addressed in your knowledge base….
Organizing and assigning writing tasks for your knowledge base involves creating a comprehensive list of article ideas and then dividing the work among your team. Start by capturing your research findings in a document or directly in your content…
Subject matter experts (SMEs) play a crucial role in creating knowledge base content by providing insights and expertise on specific topics. They can help identify what needs to be documented and ensure that the information is accurate and…