![]() Using Viewtracker for Confluence, you can measure the following metrics: Space and page statistics ![]() Step 2: Analyse content performance with ViewtrackerĬonduct a performance audit to determine the impact of your knowledge base content. including a FAQ section to address common customers’ queries).īy enabling customers to help themselves, you can also free up your support agents for more meaningful work. From there, just optimise the content according to best practices (e.g. And then analyse how the knowledge base performs against the number of support tickets raised. 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.įor example, you can compare the page statistics across your Confluence spaces using the Viewtracker app. 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. Step 1: Integrate Confluence and Jira Service Management Learn how Viewtracker can be used to build a knowledge base that your teams and customers will love in just four steps. Without analytics, you can’t improve what you can’t measure.įortunately, you can extend Confluence with a powerful app- Viewtracker – Analytics for Confluence-to create a more valuable knowledge base. ![]() That said, Confluence (server) out-of-the-box lacks the analytics capability required for a robust knowledge management platform. An effective Confluence knowledge base can greatly improve both the customer and employee experiences. ![]() Hence, it’s more than just a product manual. How effective is your support documentation?Ī knowledge base not only provides information that aids your support agents, it also enables customers to resolve problems by themselves. ![]()
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