The discoverability of content is a crucial factor that affects the satisfaction of both customers and employees. It is difficult to determine whether the problem lies in the content itself, search function, or possibly both. Surprisingly, even though over 55% of business leaders acknowledge its importance, many struggle to achieve the desired level of findability.
While public search engines allow for content optimization through tags, metadata, and keywords, optimizing both content and search on an internal search engine, such as one on a support community, website, or help center, can improve findability even more. This, in turn, allows users to drive self-service by quickly locating the most relevant and useful content.
In an enlightening panel discussion, experts in customer education, community building, and customer success delve into key challenges and best practices for enhancing content findability and self-service success.
