Beyond Google Analytics: How to Measure & Optimize Self-Service Content

Presented by

Peggy Sanchez, Shimon Shoval, and Megan Gilhooly

About this talk

When customers search for answers in your service portal or documentation site, they simply expect to find the information they’re looking for. But search isn’t magic – it depends on your site’s ability to recognize relevant content and provide personalized results. Many companies use Google Analytics to gather basic data like what users are searching for, to what degree, and how long they spend on each page. More zealous teams may rely on a scrappy combination of tools to obtain data that can help them understand how people are using their content. The problem is that Google Analytics is built for websites – not content portals. Since Google doesn’t actually host your content, and since your content may even live in multiple places, it’s practically impossible to gain the granular insights you need to drive our content strategy. Join Peggy Sanchez, Senior Technical Publications Manager at Cray (a Hewlett Packard Enterprise company), Shimon Shoval, Senior Product Manager and analytics guru at Zoomin, and Megan Gilhooly, VP Customer Experience at Zoomin. In this webinar, you’ll learn: • How Cray uses search insights to validate or disprove assumptions, gauge content success and guide future efforts • What data you should use to optimize self-service and help users find answers faster • 5 steps to increasing case deflection by using content analytics 
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