Take Self-Service to New Heights with Behavioral and Search Analytics

March 15th, 2012 | | Product
community_scoring

Thanks to our instant-gratification culture, self-service is the easiest way to maximize customer happiness and support efficiency. In fact, nearly half  of all customers prefer finding their own answers to talking to a support agent. But how do you measure ticket deflection? How do you know what content users want? We’ve been trying to make it easy for our customers to answer these questions and know the real value of their self-service. MindTouch solves these problems with their advanced behavioral analytics which allow you see exactly what content users like, don’t like and what they want. It’s the perfect way to satisfy your users and keep ensuring you’re promoting customer success. Self-service hasn’t been this easy since the invention of self-service frozen yogurt.

Drive Customer Success with Self-Service  Search Analytics

The intuitive nature of MindTouch enables users to effortlessly locate answers with minimal support department resources. The advantages of providing customers with self-service resources can’t be ignored. Customers no longer need to tie up customer support lines with questions they could more quickly discover themselves. Even the best support departments have limits and cutting down on the amount of simple, repetitive questions allows the department to focus on more complicated, infrequent issues.

Glean Powerful Insights from Your Reporting Dashboard

MindTouch Behavioral analytics allow you to identify missing and low quality content, boost SEO and focus in on specific resources with pin-point precision. Don’t wonder if users have found the information they’re looking for- Know. The following tools aid in ensuring customer success:

  • Search analytics
  • In-search promoted content
  • Community scoring analytics
  • Content aging analytics
  • User activity reporting
  • User Feedback

You can find more about this in the product documentation on this topic at the MindTouch Help Center.

 

Specify what search results your users see

August 15th, 2011 | | TCS Features

This week I’m going to focus on a new feature that was released a couple of weeks ago called Search Recommendation. Before we look at Search Recommendations, take a look at my last blog post about reporting around user’s search behavior. The reporting provides great insight into what your users are searching for and what they are and aren’t finding. There are a couple of things that can be done with this information, specifically identifying articles that don’t exist within your documentation that users are searching for. But what if there is documentation but the users just aren’t finding it correctly because of a different search term than what would trigger a result or maybe the correct result is on the 2nd page of search results. This is where Search Recommendation comes in.

Read more…

Find out what your users are searching for

August 9th, 2011 | | TCS Features

This week I’m going to focus on our Search Analytics report which is one of the Curation Analytics reports included with MindTouch TCS.

The Search Analytics report provides insight into what your users are searching for and what they are and aren’t finding. To get started you can login to your MindTouch TCS install and then click on Reports at the top. Note that reports are only accessible to Admins currently. Once you click on reports then click on the Search tab. You will then be presented with Popular search terms along with a table of Popular search queries. Within the Popular search queries you can see what keyword(s) users have searched for and what the top clicked results are. You can also click on the keyword(s) themselves and see all of the clicked results within the time frame specified.

Read more…