Knowledge Base Audit (Improve your Support Docs)

KNOWLEDGE BASE ASSESSMENT Assessment for: https://docs.agent.ai/ OVERALL KNOWLEDGE BASE SCORE FOR AGENT.AI 65% What you scored: A 65% overall score reflects well-organized and comprehensive content with clear step-by-step guidance. Deductions were made where technical language wasn’t always simplified, search results were sometimes imprecise, and internal linking could be enhanced. What it showcases: Your documentation shines with a structured layout, detailed coverage of core features, approachable troubleshooting guides, and intuitive navigation. Where points were deducted: Improving clarity around technical jargon, optimizing search functionality, bolstering inter-article linking, and refining the navigation hierarchy will yield noticeable benefits. Overall: Focusing on these higher-impact areas can further empower users to quickly find accurate answers, aligning your knowledge base with best practices in customer experience. WHAT'S WORKING WELL * Structured Content - Information is segmented with clear headings and subheadings, making it easier for users to scan and understand. Our assessment indicates that users can quickly locate key sections. * Comprehensive Coverage - Most core features and processes are thoroughly documented. Factual observations confirm that key use cases are addressed. * Step-by-Step Guidance - Detailed instructions break down complex processes into manageable steps. Industry research suggests that clear, step-by-step guidance improves user success. * Effective Troubleshooting - Troubleshooting guides clearly detail error resolutions and common issues. Factual observations show that users benefit from these guided solutions. KEY IMPROVEMENT OPPORTUNITIES * Clarify Technical Jargon - Some articles use terminology that may not be clear to all users; consider adding definitions or simpler language. Our assessment indicates that several sections could confuse non-technical users. * Enhance Search Accuracy - The search function sometimes returns broad results; refining the index could help users find precise content faster. Factual observations reveal inconsistencies in search result relevance. * Improve Inter-Article Linking - Internal links connecting related topics are limited; bolstering these links can create smoother navigation between articles. Industry research suggests enhanced inter-linking boosts customer self-service success. * Optimize Navigation Hierarchy - The current structure could be refined for better clarity, particularly in deeper content sections. Our assessment indicates that a clearer hierarchy would simplify the user journey. PRIORITIZED ACTION PLAN Based on our assessment, these five actions will have the greatest impact on your customers' experience: 1. SIMPLIFY TECHNICAL LANGUAGE Revise documentation to replace unclear technical terms with plain language. Supplement with tooltips and a glossary for users unfamiliar with industry jargon. Pages to Update: * Landing Page and Overviews * Technical Feature Documentation * FAQ and Glossary Sections How This Will Help: According to best practices, simplifying language improves accessibility and user comprehension. 2. REVAMP SEARCH FUNCTIONALITY Refine search indexing and algorithms to ensure that users receive highly relevant and prioritized results. Pages to Update: * Site-wide Search Interface * Content Indexing Settings * Help Center FAQ Page How This Will Help: Our assessment indicates that more precise search results can reduce user frustration and speed up issue resolution. 3. INTEGRATE CONTEXTUAL LINKING Add internal links between related articles to create logical pathways, making it easier for users to navigate related topics. Pages to Update: * How-To Guides * Troubleshooting and FAQ Sections * Feature-specific Documentation How This Will Help: Industry research suggests that contextual linking enhances usability and helps reduce bounce rates. 4. ENHANCE NAVIGATION HIERARCHY Restructure the content layout into clearly defined categories and subcategories that flow from general to specific information. Pages to Update: * Main Navigation Menu * Category Landing Pages * Section Indexes How This Will Help: A refined navigation hierarchy adheres to best practices, enabling users to locate information faster and more intuitively. 5. INCORPORATE INTERACTIVE ELEMENTS Integrate videos, tooltips, and interactive guides into complex topics to enhance user engagement and learning. Pages to Update: * Advanced Feature Tutorials * Onboarding Sections * Product Update Announcements How This Will Help: According to best practices, the use of interactive elements can boost user comprehension and overall satisfaction. SOURCES * HubSpot. Knowledge Base Best Practices. * Nielsen Norman Group. Usability of Knowledge Bases. * Forrester Research. Customer Experience in Self-Service Environments. * TechTarget. Enhancing Self-Service Efficiency in Digital Platforms. This assessment was generated based on a comprehensive analysis of your knowledge base customer experience elements. Hi! I'm Kate Reed, Customer Leader with 10+ years in the customer experience field. Want to learn more or just nerd out about customers? Book with me or connect below. Book with Me [https://cal.com/kate-reed/30min] Connect on LinkedIn [https://www.linkedin.com/in/katerussellreed/]