Whether you are trying to search on a topic, or attempting to make life easier for your customers who are searching your portal, there are definitely a few things that you can do to help. The following are a few tips to keep in mind when performing searches on the portal, as well as tips for making search easier for your customers:
1. Search Key Words
Searching multiple words in one instance may confuse the search engine or yield undesired results. Hammer out key words of the subject you are trying to find and search one of these terms at a time, or multiple of these key words. For instance, if you want to search on “how to create multiple different email templates”, you should pull out the words “create”, “email”, and “templates” to search on.
2. Use Advanced Search
Parature search allows you to specify if you would like to search “Any Words”, “All Words”, “Exact Phrase”, or by Knowledgebase article ID. Using “Exact Phrase” will bring up KB articles that have the exact phrase. Additionally, if you know the article ID of the content you are searching, you can type it into the ID search which will automatically bring up the article you are looking for.
3. Check EasyAnswer before submitting a ticket
When submitting a ticket, Parature’s EasyAnswer feature searches on the words contained in the ticket you are creating. Once searched, it will display knowledgebase articles that match the search below. Before submitting a ticket, take a look at the knowledgebase articles displayed to check if any of them solve the issue you were submitting.
4. Be Specific
It is important to be as specific as possible when performing a search. Using extra words that are unnecessary to your search may yield results that you aren’t looking for. If you still cannot find material on your topic, submit a ticket; once the ticket is reviewed, you may see the issue turn into useful content!
5. Any Words v. All Words
Performing a search with “Any Words” will bring up KB articles with any of the words you searched on. For instance, if you search “Create Ticket Widget” using “Any Words”, the engine will bring up results that have just the word “Create”, just the word “Ticket”, or just the word “Widget”. Using “All Words” will bring up KB articles that include all of the words you type in the search bar only. For example, if you perform the same search, “Create Ticket Widget”, it will only bring up KB articles that contain all three of those words.
Improving Search for your Customers…
6. Use Search Reporting
With the Parature ’10 release, Search Reporting was introduced, allowing you to view the most popular searches, as well as view what specific text customers are searching on. Search Reporting is greatly beneficial because it allows you to see where there are gaps in your content and check which topics are top searches. It is a great tool to help brainstorm new content.
As mentioned above, Parature’s EasyAnswer feature can help to find answers as a user is creating a ticket. You can set up EasyAnswer on your end to help your customers find solutions faster. For more information on how to see this up, you can check out our knowledgebase content at support.parature.com.
8. Alternate Questions
Adding alternate questions to a KB article is like adding tags. If a user searches one of those tag words, it will pull up the knowledgebase article. For example, if Parature has a knowledgebase article on our Parature for Facebook application, we might add “social media” as a tag. If a customer just wants to know about our social media products but doesn’t know what we offer, it will pull up our Parature for Facebook information.
9. Adding More Content
Simple and straightforward. Add more content whenever and wherever possible. Great ways to find out what you need to add is by looking at past tickets, using search reporting, and figuring out what knowledgebase articles have the most views. All these items will help you to improve current content, as well as figure out where you need to create more.
10. Term Uniformity
Be clear with your customers in the terms you are using and be sure to continue to use the same terms throughout all of your knowledgebase. Parature treats knowledgebase as one word instead of “knowledge base”. This term is used throughout all our content in order to be straightforward and communicate the correct terminology.
What kinds of search techniques do you use? Let us know!