While personal customer support remains an essential ingredient for attracting, retaining, and creating loyal customers, this level of individualized attention is expensive to support difficult to scale as your company grows. In response to this challenge, creating a comprehensive user-facing knowledge base that enables customers to resolve support issues without contacting your team can save companies time and money while also improving the overall user experience.
Once in place, any steps that a customer support team can take to optimize this knowledge base and create a more efficient user experience can substantially decrease inbound support volume. In this pursuit, creating a centralized search experience that allows support center visitors to quickly and easily find the content they are looking for is vitally important.
Still, while the importance of search across knowledge bases is fairly self-explanatory, customer support teams often overlook the valuable insights available from user search behavior—insights which include:
- What are the most pressing issues my customers are facing?
- What issues are users unable to resolve on their own?
- What new support content needs to be created?
- How relevant are the results for users who search across my knowledge base?
To give support teams a clearer sense of precisely what information they should be looking for from their search analytics and to provide actionable recommendations about how they might improve their on site search, Swiftype has created the Knowledge Base Guide to Site Search Analytics.
To access this guide and learn how customer support teams can leverage knowledge base search analytics, follow the download link below.