How Knowledge Base Analytics Reshapes Business Strategy for Growth

Creating a knowledge base isn’t a set it and forget it, one-time activity. Sure, it’s exciting when you first launch a knowledge base and think about how many customers you will help with your exceptional content. However, the true measure of success is how you develop and improve your content over time, turning your knowledge base into a much more effective self-service machine.

Iterating your knowledge base is all about performance, good or bad. But how do you measure performance? With built-in analytics, of course.

Analyzing your knowledge base users doesn’t always have to be about direct feedback like surveys, article ratings, comments, and so forth – although these play a big part. The right knowledge base software allows you to track user activity without requiring them to submit feedback and helps you understand how well articles are performing, for example.

How Document360’s Analytics Features Have Helped Businesses

Document360 is knowledge base software with built-in analytics and rich insights. It enables your business to understand end-user engagement with your knowledge base and make data-driven decisions. Many businesses have used Document360 to improve their self-service strategy, taking advantage of key features like user location, top-performing articles and categories, popular search terms, and more.

Document360 works great out of the box with a comprehensive analytics dashboard while also offering third-party integrations with tools like Google Analytics and Hotjar. These integrations are easy to set up and allow you to gain deeper insights into your user activity. Document360 supports various organizations with their analytics needs, making their knowledge bases an even more useful hub for self-service.

Instead of wondering why more customers aren’t using the knowledge base, Document360 analytics allow you to understand which articles aren’t performing as well and why. Document360 allows businesses to deflect more tickets from their customer support teams by increasing the adoption of the knowledge base and the effectiveness of self-service.

Case Studies: How Document360 Analytics Enhanced Productivity

1) Cenosco

Business Overview: Cenosco is an asset integrity management software company operating primarily in the oil and gas/petrochemicals industries and is located in the Netherlands. Its Integrity Management Systems (IMS) suite of solutions currently ensures the integrity and reliability of several hundred assets in more than 50 countries. The Suite comprises multiple products to cover a range of asset-specific needs. Its solutions support its users in making smart inspection and maintenance decisions to increase safety and asset availability and ultimately lower asset management costs.

Challenges: Cenosco’s software is very complex and requires training, so it needs in-depth user manuals to educate customers. Unfortunately, Cenosco’s legacy approach to documentation was not flexible or accessible enough to accommodate its users. The manuals were extremely text heavy, which made it difficult for customers to find the exact information they were looking for instantly. Documentation review cycles take place four times a year, so there was no way to ensure every user had the latest version of the manual. Finally, the manuals often had to be created in different formats for different clients, some of which did not adhere to brand guidelines.

Solution: Cenosco’s new technical writer, Elsa Tolsma-De Klerk, advised the company to adopt an online knowledge base, so the team reviewed several options before choosing Document360. Document360 had features that made it the obvious choice, such as the ability to import documentation from different formats, a table editor, access permissions, analytics, and versioning, which enabled Cenosco to cater to clients on different product versions. Document360’s interface is so intuitive that this has encouraged many people across the company to contribute to the documentation, whereas before, there was little interest.

Key takeaway: Cenosco was seeking a knowledge base solution that would allow it to standardize and update the different versions of its documentation for products that serve a versatile customer base. Document360 fits the bill as the software allows Cenosco to launch an online knowledge base without relying on outmoded methods of presenting the documentation. Document360’s analytics give Cenosco insight into the performance of the knowledge base, including the most popular articles, most searched terms, and most searched terms that did not yield results because of a spelling error or because the information is genuinely missing in their manuals.

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2) AWR360

Business Overview: Adventist World Radio (AWR360) is a worldwide network of radio stations that broadcasts messages of hope to its listeners. The group also broadcasts programs on Christianity, health, and education aimed at improving the community. It also runs a platform that welcomes listeners across the world who want to message or call in with questions about the Bible or the programs it broadcasts.

Challenges: AWR360 operates on a model run by volunteers, staffed by 15 full-time volunteers and even more part-time volunteers. It needed a solution that would enable it to share resources with its volunteers containing information on how to answer the questions that the stations receive from their many listeners. AWR360 was using existing knowledge base tools but faced limitations such as not being able to host documentation in different languages, a lack of integration with its in-house app, and complex User Interfaces that required extensive training.

Solution: After evaluating different options, AWR360 chose Document360 because of several key features. These included the ability to host and translate content into multiple languages, an intuitive UI for consuming content, API integrations with its native business applications, and mixed access permissions (both public and private). Transitioning to Document360 from its older platform was extremely smooth, and it can now update its documentation once a fortnight with all changes reflected seamlessly in the app.

Key takeaway: AWR360 was facing challenges with its documentation and struggling with legacy systems, which didn’t make the process any easier. It found Document360 as a new solution that has saved it time, expenses and the need to develop new features. The analytics have also helped the digital team understand how the knowledge base is used, including most searched terms, SEO of its articles, and articles read through most often by its volunteers.

3) Tegsoft

Business Overview: Tegsoft is a software company based in Istanbul, Turkey. It is responsible for managing two million customer interactions per day in fifteen different countries, all delivered via an omnichannel communications platform and spanning multi-industry customer engagements. Tegsoft makes various contact center products, ranging from inbound to outbound to omnichannel.

Challenges: The key business challenge for Tegsoft was finding a platform for its extensive technical documentation as it rapidly expanded its business. Tegsoft needed to create technical documents, user manuals, product feature release notes, and code snippets for its multiple software products. Tegsoft needed a product that enabled them to support a diverse range of customer bases and also manage technical software documentation easily. Tegsoft was relying on Google Drive to create and share documents, which was proving to be an inefficient process with a lack of real-time search and analytics.

Solution: After evaluating several products on the market, Tegsoft chose Document360 for its versatility and ability to manage documentation at scale. Document360 is suitable for its private and public documentation, with the ability to manage access through security features that configure granular access permissions. The internal knowledge base contained information relating to its software, such as technical documentation, setup guides, and troubleshooting manuals, and required access for the documentation team, technical team, and business partners. The knowledge base’s public documentation arm enabled Tegsoft to extensively use Document360’s Analytics feature – what customers are searching for, which articles are popular,  and understanding their customers’ geography.

Key takeaway: Tegsoft was struggling with Google Drive as an inefficient way to manage documentation. Since the business is expanding rapidly, Tegsoft needs to support a growing customer base with product documentation. With Document360, the well-written user manuals have helped business partners set up and configure the Tegsoft product in less time and have enabled customers to be more productive. This reduces the support cases for its internal customer support team. Self-service helps customers to self-serve and find solutions to troubleshoot any issues, while analytics have given Tegsoft more insight into its customers.

Key KB Analytics Features of Document360

• Track audience location and content growth – A world map shows Document360 customers exactly where their audiences are based, providing insights about content consumers’ geographic regions. This feature helps technical writers to write contextual content for their target audiences and understand content consumption growth over time.
• Identify and improve low-performing articles – Use the analytics to gauge the performance of your knowledge base articles and empower technical writers to fix articles that are resulting in dislikes, lack of views, or high bounce rates.
• Analyze search terms to uncover content gaps – Gain insights into user search terms and find terms that return no results, enabling technical writers to fill the gaps with new content that answers users’ search terms.
• Collect user feedback for article refinement – Use analytics to understand user feedback on your published articles, enabling the team to act on user requirements and update and improve articles that need attention.
• Detect and fix broken links – Avoid users encountering a 404 page by proactively tracking broken web links in your knowledge base articles, with actionable insights to fix broken web links and ultimately improve user experience.
• Integrate with third-party analytics for deeper insights – Document360 integrates with popular analytics tools like Google Analytics and Hotjar for even more granular insight into the behavior of your users.

Conclusion

Document360 has helped many customers to implement a knowledge base that offers in-depth analytics into knowledge base performance and customer behavior. For companies that have struggled with legacy systems that are hard to use and don’t quite meet requirements, Document360 is a welcome breath of fresh air.

Document360 is an extremely user-friendly tool that has helped companies like Cenosco improve their documentation and increase the adoption of creating documentation within the organization. Users enjoy using Document360 to create, edit, and publish content, making the whole documentation lifecycle much easier.

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