Why quality technical content is important
Zoomin Software’s annual Technical Content Benchmark report analyzes nearly 100 million networked user sessions measured in up to 136 countries, providing a comprehensive picture of user behavior regarding technical content. The results clearly show the growing importance of quality, structured content for effective and automated use of information to capture interest and quickly support customers and employees.
Key Performance Indicators (KPIs)
- Self-service rate: Measures the effectiveness of technical content in answering user questions with no need of human assistance.
- Search Effectiveness: Assesses the ability of users to find relevant information using the internal search function.
- Adoption of AI-based search: Measures the use of generative language models to improve the search experience.
Discoveries and trends
– Reduce support cost: Efficient content strategies can significantly reduce the costs associated with technical support.
– User satisfaction: Well-structured and easily accessible technical content improves user satisfaction and retention.
– Operational efficiency: Optimizing technical content helps improve the overall efficiency of business operations.
The data clearly shows that during the user journey, accurate documentation and specific, targeted product responses play a key role in the user experience.
With the introduction of modern AI technologies, the ability to provide users with the documentation experience they expect has become even more important, and organizations must be prepared to meet user expectations.
When we compare this year’s results to last year’s, we see some interesting changes in user behavior:
- Users consult more content (5.2 pages vs. 4.9 last year) in just under 5 minutes on the documentation site.
- The benchmark for support case reduction increased significantly from 39% to 52%.
- The rate of self-service troubleshooting increased by 8.5 percent.
- GPT queries on technical content are growing 318.52% monthly.
Strategic recommendations
- Enhanced search: Implement advanced solutions to refine search results and increase relevance.
- Leverage AI techniques and chatbots: Integrate artificial intelligence tools to personalize the user experience and provide more accurate responses.
- Analyze user feedback: Use feedback to continually improve the technical content and usability of the site.
Conclusions
Zoomin Software’s report shows how important it is for companies to optimize their technical content. Detailed analysis metrics show the effectiveness of content enhancement in reducing costs and increasing user satisfaction.
Flowoza has the experience and capabilities to develop and structure high quality technical content and offer solutions for documentation enjoyment based on modern artificial intelligence technologies. Learn how in our articles:
