A knowledge base not only provides information that aids your support agents, it also enables customers to resolve problems by themselves. Hence, it’s more than just a product manual. An effective Confluence knowledge base can greatly improve both the customer and employee experiences.
That said, Confluence lacks the analytics capability required for a robust knowledge management platform. Without analytics and good Confluence knowledge management in place, you can’t improve your content.
Fortunately, you can extend Confluence with a powerful app—Viewtracker – Analytics for Confluence—to create a more valuable knowledge base.
Learn how Viewtracker – Analytics for Confluence can be used to create a knowledge base in that your teams and customers will love in just four steps.
If you’re already using Jira Service Management (JSM), for customer support, connecting it with your Confluence knowledge base is an easy way to gain useful insights into content quality and performance.
Jira Service Management (JSM) helps you see what problems your support team spends the most time on. You can then check if your Confluence knowledge base content helps customers and support agents solve these problems. When customers can easily find answers themselves, your support team has more time for harder tasks. This leads us to the next step.
Check how well your Confluence knowledge base is working. Viewtracker – Analytics for Confluence can show you:
You can identify pages with critical information and number of views, then optimize those pages to make sure the content is easily accessed and readable by both teams and customers.
Viewtracker – Analytics for Confluence allows you to easily identify the most popular content and how users interact with the content. For example, a page with many views and likes is a strong indicator that viewers find the content very effective.
Viewtracker – Analytics for Confluence also integrates with other 3rd party apps like Scroll Viewport, Cosmos, Mantra, and with Confluence Desktop & Mobile app, Linchpin, etc to give you a complete picture of your support performance. You can filter page views by devices, pages, blog entries, or spaces to analyze what types of content your users are most interested in.
As mentioned earlier, by integrating Confluence and JSM, reporting Confluence page statistics against JSM tickets gives great insights into your customer support effectiveness. As soon as a user visits your Confluence page via the portal, Viewtracker – Analytics for Confluence tracks the visit, and you can later filter for the source. Increased page views and reduced tickets can mean users are finding the content helpful.
Besides seeing how well customers can help themselves, you should also check if your support team is using the Confluence knowledge base to solve tricky problems.
Ask your team if the content helps them solve issues faster. If many people are viewing pages, but resolution times aren’t improving, you might need to add new articles based on customer questions to cover the topic better.
A Confluence knowledge base evolves with your product. Viewtracker – Analytics for Confluence’s global Confluence statistics help you organize the site as it grows and optimize content to assist you with Confluence content management. This is important for giving quick answers to both your support team and your customers.
If you see old content that’s still popular, update it! Get rid of pages that aren’t helpful.
Viewtracker also tracks changes to pages. This helps you see how updates affect traffic. For even more information, check out the Viewtracker Content & Usage Report
As you’re gathering Confluence insights, be sure to always respect customers’ data privacy. Play it safe and enable Viewtracker – Analytics for Confluence’s Extended Privacy Mode to stay compliant, specifically with GDPR.
With this feature, you can configure the app to disable usernames when reviewing the content analytics. Other settings let you choose whether to automatically track the views of all pages and blog entries or manually install macros on selected pages.
Constantly improving your content is key to how to build a knowledge base in Confluence that helps customers while also making things easier for your support team.
Use your content analytics to make smart, data-driven decisions and take your Confluence knowledge management to the next level. Looking for Confluence knowledge base examples? Start by analyzing your top-performing content with Viewtracker and make strategic improvements.
📕 Suggested reading: Access our full feature comparison of Viewtracker vs. Confluence’s built-in Analytics.
