The Importance of Using Analytics and Feedback for your Documentation
summary
Presented at Write the Docs Prague 2020 virtual conference, October 2020, the session gives concrete metrics and tools: Hotjar recordings and feedback widgets paired with Google Analytics and Zendesk stats; an approval rating calculated as positive responses ÷ total responses; a deflection rate (95.8% average drop-off) used to prioritize pages; one doc with ~5,000 pageviews causing ~90 tickets a month and costing ~€3,600 monthly in support time; cohorted self‑service scores (39.5 from Google vs industry ~7.1) drive targeted experiments.
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chapters (11)
- 0:00Start
- 2:21What do you need to know?
- 4:42Surveys & Feedback
- 11:06What tools are available?
- 11:43Funnels
- 17:27Monetization of Docs
- 20:08Recordings and Heatmaps
- 21:26How do we pair it with traditional data?
- 24:44Let's talk about Self Service Score ...
- 26:16SSS Variations
- 28:49Recap
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