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How do you track support themes over time to feed into product?
We're looking to analyse what topics come up often for support most often. How are other communities doing this? Some of the ideas we have: Analyse search terms - what are people searching for most often? (we're already doing this but it only covers one element) Analyse tags - which tags are being used most frequently…
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Silos and Data
Hey folks, I wrote about breaking down silos just over a year ago. In that post, I was specifically talking about a product team. I mentioned how important it is to bring facts and data to help other teams understand the importance of the community. Now, one of my customers wants to use their data to break down silos…
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#TipTuesday Simplifying page view reporting
Hello Folks! Vanilla Support is back at it again with the…🥁drumroll🥁 please… Page views data is always a hot topic in our analytics related inquiries. I wanted to give a brief overview from my experience on how Vanilla goes about tracking and reporting on page views. This is a KPI for client reporting, so it will always be…
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Build an Analytics Chart for your most viewed KB docs
Hey there KB users! Are you curious which of your articles are getting the most views? This information can be incredibly useful for several reasons: Improve your SEO by more content relevant to these topics increase the value for your users (give the people what they want!) Orient your content creation plan for the future…