Improve content findability without tags
Tags can be used to categorize related content, apply search filters, or add content personalization; these efforts help improve the organization, discoverability, and utility of content.
Tags outside of CXone Mpower Expert
Most Knowledge Management (KM) platforms use tags as a fundamental organizational tool to enhance accessibility, retrieval, and information management.
Tags within CXone Mpower Expert
A well-written article will perform better than a well-tagged article.
Although other KM platforms rely on tags, you do not need to use tags to organize your content or enhance the findability and searchability of your content in CXone Mpower Expert.
Use tags to improve article recommendations. Do not use tags to improve article findability with search.
Tags can impact and improve article recommendations at the bottom of a page. Considering this relationship mapping, the more tags articles share, the more likely those articles will be recommended for each other.
Improve content without tags
Spend time understanding what knowledge your users are looking for, and whether they can find it.
Leverage the Search Insights report
- Identify exact queries and keywords: Understand exactly what your users are searching for.
- Discover trending search topics: Stay informed on emerging topics and create content as needs emerge.
- Identify content gaps: Analyze what customers are searching for and whether their searches lead to article clicks. Fill gaps to improve click-through rate and customer satisfaction.
Take action on site data
- Incorporate user language: Put keywords that customers are using into your articles. While adding tags can help, it is often more effective to integrate the user's language into the content body.
- Streamline content: Consider breaking up large articles that cover multiple topics into separate, topic-specific pieces. Addressing multiple topics in one article can overwhelm users, making it difficult for them to find relevant information. This can lead to a higher bounce rate (users leaving the site).
- Boost pages selectively: Use Search Recommendations to feature pages as the top search result, based on frequently identified search terms from the Search Insights report. But use this feature sparingly, because incorporating the proper keywords into the article body is generally more efficient.