Gain insights into what content is being used, who’s using it, and which search terms are missing
Congratulations! You’ve taken a big step into integrating a knowledge base into your company. Now, how are you supposed to know it is working?
Don’t let your knowledge base sit gathering dust. Our analytics provide straightforward insight into how your employees are using ScreenSteps: what content is being used, who’s searching for it, and what terms employees are searching for and not finding. These insights help you update and create content to fill in the blank spaces where the answers are needed.
Get the data you need to know if your content is working and then review and refine — making your guides better with time and experience.
Since everyone’s mind works differently, it’s difficult to identify every way your employees will use your knowledge base.
Analytics allow you to apply and react to how your employees adopt the knowledge base. You can adjust and add keyword terms so that articles are easier to discover.
It’s difficult to know all of the processes you need to capture in articles right off the bat. Luckily, the analytics will show you what holes you have in your knowledge base.
As you notice people searching for terms and processes that you haven't covered, you can create new help articles.
You know you have written content to help your employees through a complex procedure, but somehow they still aren’t finding it. Don’t let your employees get locked in an endless game of hide-and-seek with your existing articles.
Let analytics drive your content strategy. Learn from analytics which keywords employees are using to search for help articles; then add tags and keywords to update those articles, making them easy to find in the future.
Take the guesswork out of whether your employees are following procedures. Insights allow you to be a resourceful leader and active trainer by viewing which team members are using articles.
If you have resources available to guide employees through a process and your employees are still making mistakes, you can see if they are using the content. This allows you to know if you should update content for clarity or if you need to meet with the employee to adjust behavior.
“We created a ‘Foundations’ course, which was a course made in ScreenSteps. This course was sent out one month before our face-to-face training and we required them to complete it. The nice thing about using courses is that we were able to track who had completed the course and who hadn’t so we could send follow-up emails and make sure they took the prerequisite.”
“I love, love, love ScreenSteps! It's been a life-saver. We used to rely on various wikis and random one-off printed documents to get the information across to our trainees. This has made it 1,000 times more wonderful. We keep adding articles and they have all been so easy to get set up and provide so much functionality.”
“When I first started, there were only a couple of articles. And now we have at least 1,500 to 2,000 articles. We're constantly adding new ones. ScreenSteps is used on a daily basis. It's an incredible tool.”
Take the guesswork out of analysis. Know exactly how your employees use your knowledge base so you can make your next step towards that perfect QA score.