Last updated on Feb 5, 2021
Knowledge sharing is an arduous task. We need to ensure that all our customers plus the incoming website visitors get to procure content to increase the support team’s productivity to focus on tasks that necessarily require human intervention.
We also need to ensure that we grow our brand and increase our reliability through the website traffic and generate more visitors who could potentially be our future customers given that they are more aware of our brand.
How will you get to know if your customers who procure the content get their problems solved by reading your troubleshooting guides and whether their questions are answered by browsing your FAQ pages? This is done by receiving information from the browsers in the form of cookies to understand user activity.
It is now a requirement of GDPR (General Data Protection Regulation, an EU law on data protection and privacy that went into effect in 2018) norms to seek permission from the website visitors through the cookies they visit your website to procure your content from your knowledge base articles. This is known as cookie consent.
You need a cookie banner if you collect data from website visitors across the European territory. In general, the GDPR laws only require cookie banners, which means you have a duty to show them only to your website visitors accessing from European Union. However, since you cannot control who visits your website and you monitor using some applications (Google Analytics, Facebook Pixel, HubSpot, plugins, social media buttons).
Moreover, it is a good practice to use cookie consent for protecting your website. When a cookie banner shows on a website and the visitor consents to accept cookies, you must document their consent and maintain a repository to store information. The process involved in documentation and upkeep of website visitor’s consent is called cookie consent management.
Provide a detailed context to the users on how and why cookies are used.
When a visitor consents to the cookies before procuring content from your knowledge base, the cookie consent is temporarily stored in the cookie folder of the web browser which remembers them until the visitor exits the respective website or closes the browser window to track the number of visits.
A visitor is served from a server instance if his session is active on a particular browser/tab.
Each time a visitor accesses this website, the analytics software provided by a third party gives us an information of the volume of visitors who accessed our knowledge base in public mode. The cookie tells us whether you visited this website before, enabling us to monitor single visitors and the frequency of visits.
The cookies store the following data for analytics such as number of visitors who read the article, number of website visitors who viewed the article and number of visitors who liked the article and found it helpful.
Please look at the following article which runs you through the detailed steps involved in plugging cookies to your website.
The cookies store the information to understand how your website visitors can better interact with your knowledge base and analyze if they got a solution to their issue or question through the articles or technical documentation or FAQ pages for logged in as well as public users if a session is active in the same browser or tab as well as when the visitor reads the FAQ page and accesses the chat icon when you are away.
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