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Knowledge Base Content Optimization Services

One-on-one services for maintaining and optimizing your knowledge base

Build a content strategy that ensures your end-users never lose trust in your knowledge base

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Knowledge Base Content Optimization
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What is content optimization?

Once your knowledge base is up and running, you’ll probably start to see an influx of comments, questions, revision notes, and maybe even concerns:

“Where is the process for this?”
“This SOP is out of date!”
“I don’t understand this article!”

Don’t worry — that’s perfectly normal. What’s important is what you do with this information. 

Content optimization is the process of improving your SOPs post-publication. Our 3-month Content Optimization Coaching program, helps you develop a content optimization plan that follows the employee enablement flywheel.

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Creating the flywheel through optimization

The employee enablement flywheel is all about enabling your employees using your knowledge base. Here’s how it works:

  1. Your team creates digital guides that allow employees to follow your SOPs with no additional training. 
  2. Employees search for and follow these guides as they interact with customers.
  3. This results in fewer questions, mistakes, and better performance.
  4. This frees up time for trainers and managers to reinvest into optimizing the digital guides and the overall end-user experience.

So, who do you get the flywheel spinning? That’s what content optimization coaching is all about.

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Content optimization services

We offer optimization services through either a one-time workshop or 3-month coaching engagement, depending on what works best for your team. 

Content Optimization Workshop

In this 4-hour session, your key knowledge base stakeholders work directly with a ScreenSteps expert to create a plan on how to maintain the accuracy of your knowledge base and optimize the resources you’re creating (or have already created).

Content Optimization Coaching

Content Optimization Coaching is a 3-month program where you work directly with a ScreenSteps specialist to understand how your end-users are using your knowledge base, what gaps exist, and how to effectively and efficiently close those gaps.

Content Optimization Workshops explained

In this 4-hour session, your key knowledge base stakeholders work directly with a ScreenSteps expert to create a plan on how to maintain the accuracy of your knowledge base and optimize the resources you’re creating (or have already created).

  • Assign roles & responsibilities

  • Understand the tools

  • Create a plan

Assign roles and responsibilities

1

Determine who is responsible for knowledge base content

The first step will be to determine what managers, trainers, and content creators are responsible for when it comes to maintaining and optimizing your knowledge base.

This includes:

  • Who is reviewing search queries 
  • Who is reviewing comments
  • Who is responsible for which content certifications 
  • Who is responsible for making the updates
Assign roles and responsibilities
Understand the tool

2

Learn when and how to leverage ScreenSteps tools for content optimization

During this portion of the Content Optimization Workshop, your team will get familiar with each of the ScreenSteps knowledge tools and features.l Leverage these tools to empower your team so they can efficiently manage your knowledge base.

This includes:

  • Comments
  • Notifications
  • Content Certifications
  • Search results
  • Courses
Understand the tool
Create a plan

3

Create a plan for ongoing knowledge base maintenance and optimization

With responsibilities assigned and an understanding of each tool, the final step is laying out a game plan for continued success. This will outline how often individuals are reviewing comments and search queries, what they should be doing with that information, and how to ensure your team never loses confidence in your knowledge base.

Create a plan

Content Optimization Coaching explained

Content Optimization Coaching is a 3-month program where you work directly with a ScreenSteps specialist to understand how your end-users are using your knowledge base, what gaps exist, and how to effectively and efficiently close those gaps.

  • Gather user feedback

  • Identify gaps

  • Develop courses

  • Create a plan

Gather user feedback

1

Understand how employees use your knowledge base

Learn to use reports, end-user feedback, and other optimization methods to understand how your users are currently using your knowledge base in their day-to-day life. You’ll learn this through:

  • Search term review
  • Comment and revision note review
  • End-user surveys and testing
  • Call shadowing

Not only will we be there to guide you through each process, but we’ll make sure you're confident to run these on your own.

Gather user feedback
Identify gaps

2

Identify where users are getting stuck

Based on all of the information collected, you’ll learn howto identify key gaps in your knowledge base. 

Maybe a certain article doesn’t exist. Or maybe users are searching for a different term than what you’re using. Or maybe the article is just hard to follow. 

Whatever the case may be, you’ll learn to recognize these moments where employees get stuck. Then you’ll practice optimizing your knowledge base to reduce these moments and ensure your users can easily follow any process within seconds.

Identify gaps
Develop courses

3

Develop courses to easily onboard new agents and refresh tenured agents

Create courses directly in your ScreenSteps portal that helps you train and onboard new agents faster. 

This can also be helpful for tenured agents “refresher training.” As you update procedures or change policies, you can update agents with a self-paced course.

Develop courses
Create a plan

4

Create a plan for ongoing maintenance and optimization

At the end of our three months, you’ll have an up-to-date and accurate knowledge base with customized courses for continuous learning. 

Plus, your team members will be able to implement best knowledge management practices, including content creation and knowledge base optimization.

You’ll have a plan in place to ensure your knowledge base stays accurate and your end-users never lose confidence in your resources.

Create a plan

What our customers are saying

“When I first started, there were only a couple of articles. And now we have at least 1,500 to 2,000 articles. We're constantly adding new ones. ScreenSteps is used on a daily basis. It's an incredible tool.”

Colin Slade | VP Customer Success & Services, Cloudbeds

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“The fact that you have so many features at your fingertips and the fact that you can actually USE all them, make ScreenSteps the best product on the market for training. We've loved it here and it has brought us much better results than what we were doing beforehand. It's a great product with a great customer service department and they keep delivering value.”

G2 Customer Review

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“All feedback from our reps has been beyond positive. My reps appreciate the step-by-step process and describe it as ‘dummy proof.’ Thank you for helping me bring my vision for our protocol revamp to life.”

Yasmin | Supervisor, Call Center

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FAQs

Do I need to be a ScreenSteps customer for content optimization services?

How do I know if I need a workshop or coaching?

What is included in content optimization coaching?

What is included in the content optimization workshop?

How much do content optimization services cost?

Interested in content optimization services?

If you’re interested in working with a ScreenSteps Content Optimization Coach, request a consultation today. We’ll help determine the right solution for you and your team.

Request a Consultation