Your knowledge base is the foundation of your ability to provide self-service to customers. With the recent launch of AI search agents, maintaining an up-to-date knowledge base has become even more critical. If you’re feeding AI agents with inaccurate information, they’re going to surface inaccurate solutions to users. Moreover, if customers don’t find the articles helpful, they’re more likely to reach out to your support team. This makes your help center less effective at deflecting user queries.
At DevRev, we want to help our customers get the most value out of their knowledge base. Our latest update brings a suite of powerful capabilities to your help center, focusing on article engagement, feedback, and analytics. This enables your users to interact more dynamically with knowledge base articles and provides you with comprehensive insights into the performance of your help center.
Here’s what’s new in our knowledge base article creation and analytics experience.
Create and publish articles faster
We have launched two important updates geared towards making article creation within DevRev a delightful experience.
Get AI assistance for article creation
Writing knowledge articles within DevRev has become a smoother experience with our enhanced rich text editor. If you’re using separate tools to write and edit articles before moving them to your knowledge base, then you know it can soon become tricky to manage different versions and organize drafts. Our revamped rich text editor allows you to write and format articles exactly the way you want from right within the DevRev app. We have also introduced powerful AI commands to change the tone of voice, fix grammar, and more. The new AI writing companion makes it seamless to match your brand’s voice and refine your articles, drastically reducing the time required to publish and edit articles.
Also read: 10 step guide to preparing your knowledge base for Gen AI search
Manage user permissions
Knowledge creation should be an organization-wide priority. At DevRev, we’re making it easier for teams across your company to contribute to your knowledge base with role-based permissions. Users can be granted the following types of access:
- Viewer: Users can view all articles in the knowledge center
- Creator: Users can create new articles and edit existing ones
- Publisher: Users can create and publish articles
This update allows multiple users to contribute to writing KB articles while still allowing KB admins to conduct a quality check before publishing.
Collect feedback with CSAT on articles
Understanding the efficacy of your KB articles is critical to improving their quality and making them a comprehensive resource for customers. With our newest update we’ve introduced an article feedback mechanism to help gauge the usefulness of KB articles. Signed-in users can upvote or downvote articles so you get a better understanding of how KB articles are performing.
Analyze article performance with in-depth analytics
Analytics for help center performance is usually limited to metrics like page views and time spent. These metrics don’t provide a clear picture of how users are actually engaging with your help center and the value they’re deriving from it. We have launched a robust analytics dashboard within the DevRev app to give you actionable insights into article performance, user engagement, and satisfaction. Help center admins can monitor metrics such as total views, unique views, average time spent, upvotes, downvotes, and subscriber counts. These metrics help you understand how your knowledge base is being consumed and critical content gaps that need to be addressed. You can also filter these metrics by different customer surface levels to understand which area is creating more impact.
DevRev’s new Knowledge Base article creation and analytics dashboard is a significant step forward in making your help center more engaging, insightful, and effective. With detailed analytics and user feedback mechanisms, you can continually improve your knowledge base, ensuring it meets the evolving needs of your users.
Also read: How GenAI search makes your knowledge base more effective
We are excited for you to explore these new features as we continue to innovate and enhance the DevRev platform.
