Content Analytics

Use data to improve your content’s effectiveness and to prove its value

Gain insights into what content is being used, who’s using it, and which search terms are missing

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Analytics so you can better support your employees

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.

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Think employees are using your guides? Now you can know.

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.

  • Measure usage

  • Identify opportunities

  • Improve discoverability

  • Ensure accountability

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Measure usage

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.

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Identify new opportunities

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.

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Improve discoverability

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.

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Ensure accountability

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.

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What analytics reports are included?

article reports

Article reports

Discover how frequently your articles are being used and which employees are using them.

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User reports

View reports on individual users to see which articles they are viewing, the course status, and what terms they are searching for.

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Course reports

Learn who has completed the training course and how far the other employees got.

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Search reports

Understand which keywords are being used to look for processes and articles.

FAQs

Can I export report data?

Can I use other analytics applications (like Google Analytics) with ScreenSteps?

Can I create custom reports?

What our customers are saying

“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.”

Owen Hutchins | Change Management Consultant

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“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.”

G2 Customer Review

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“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.”

Colin Slade | VP Customer Success & Services, Cloudbeds

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How to get started by building your knowledge base

Before the performance numbers come rolling in, you’ll need the content to track. Discover the value of a robust knowledge base that is easy to analyze and improve.

No more guessing — make data-driven decisions to improve your content

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.