After years of being able to use the proverbial 80/20 rule, anecdotal evidence seems to point to it being even more skewed with online knowledge bases. Growing evidence from my own clients and listening to other knowledgeable observers points to a new 2/98 rule.  For a sample size of thousands of documents, one or two percent of the documents account for close to 50% of all the ‘hits’.

Note: If there is great seasonal variance (for example back to school time for an University or tax time for a financial software company) then look at your usage statistics split out by season so you don’t lose the trees for the forest…

Posted in: Enterprise Support, IT support, Managing Support, SaaS - Software as a Service, Technical Support, customer service