Resource Center Overview & Analytics

What is the Resource Center?

The Resource Center allows you to empower your end-users with answers and contextual guidance on-demand using Userpilot. This is a great way to provide in-app tutorials that walk users through a specific process in a less-disruptive way to the user experience, It offers a seamless avenue for sharing product news or announcements directly with your customers and allows your end-users to replay Userpilot content they've seen previously. Additionally, users can leverage the search feature within the Resource Center to quickly find relevant information from your knowledge base.

Common use cases

Home

1. Provide an onboarding flow or video tutorial about a specific feature so users can access it on demand.
2. Providing users with answers by including access to knowledge base articles or FAQs.
3. Accessing custom content such as your live chat.
4. Achieving the milestones you set for the activation process by including checklists that take the users on a journey.

Help

1. Make the knowledge base articles easily accessible by integrating them into the resource center.

News

1. Ensure your users are always informed about the product's latest features, events, and other news.
2. Share any important announcements and updates.

Modules

The Resource Center can include a variety of pre-built modules of your choosing, which can be customized to ensure the best user experience. 

1. Userpilot Content 

• Flow — Add a single flow that consists of a single or a sequence of steps
• List of Flows — Add a group that serves as a holding place for a set of flows
• Checklist — Add a Checklist pattern that consists of a set of tasks 
• Surveys— Add a survey to gather the user's feedback

2. Link  — Send your end-users to external URLs such as your knowledge base
3. Video  — Embed a video to provide visualized assistance
4. Custom Javascript — Add your own customized JS function that can be used to access custom content such as triggering a chat widget.

Note: The Resource Center also has a search functionally that includes searching both the Resource Center content as well as any external knowledge base (you can read more about it here).

Analytics Dashboard

The Resource Center has a powerful analytics dashboard that shows performance and effectiveness per module data for a certain time frame. You can see the following analytics in the Overview tab

Content Analytics:

On this page, you'll find comprehensive analytics for your resource center, detailing the number of clicks on each module and the timestamp of the last click. You can review analytics across three tabs: Home, Help, and News.

Filter the Resource Center analytics data based on the selected filters:

1. Time period - Shows how users interacted with your Resource Center in a given time period.
2.   Segment -  Analyze data by applying filters based on the user dashboard's defined segments

3. Company -Analyze data by applying filters based on the companies specified in the company dashboard

   
   

Key Metrics:

• Unique Opens - The number of unique users who opened the Resource Center.
• Modules Clicked - The total number of Home modules that the users have clicked on (unique per user).
• Articles Viewed - The total number of Help articles that the users have clicked on (unique per user).
• Posts Viewed - The total number of News posts that the users have clicked on (unique per user).

Post Analytics:

• Target Users - The name of the segment if “Specific Segment” is chosen or the specific conditions were chosen for the subset of users.
• Clicks - The number of users who clicked the specified post.
• Last Clicked - The last timestamp the user clicked on the post.
• Created Time - The time the post was created.
• Created By - The username of the team member who created the post.
• Last Updated - The time the post was last edited.
• Updated By - The user name of the team member who has last updated the post

Search Analytics:

In this tab, you'll discover the searches conducted by users. You'll encounter a list of titles users have searched for, along with the number of searches for each title. This data helps in customizing content to meet user needs. Additionally, you'll determine whether the last search event delivered any results.

1. Title - Display the search inserted value.
2. Total Searches - The total count of how many times this particular word was used by the users during their search.
3. Return Results - Two values, "yes" or "no", will define the outcome based on the returned search result and based on the last event that has been detected (e.g. If no result is found in the second search attempt, return a “No” value).

Click Rate - Calculate the click rate as the total clicks divided by the number of users who clicked on the search result.

Details Tab:

In this tab, you'll find details about the creator of the resource center, including the creation date and the last update. It also provides information on who made the last update. Additionally, you'll get a preview of your resource center with the desired language configured in the localization tab.

General Notes

Next step: Create your Resource Center

If you'd like to send general feedback or suggestions for this feature, please reach out to us at support@userpilot.co