Catching Rays & Crushing Queries: Your Knowledge Base's Summer Playbook

Summer's officially here (or at least it's peeking around the corner for some of us in the Northern Hemisphere!), and with it comes a whole shift in how people live, work, and, well, search for answers.

We've been digging into some fascinating data in our latest State of Knowledge Base Traffic report, and let me tell you, summer isn't just about longer days and shorter tempers in traffic–it's got a real impact on your customers' support needs.

Think about it: holidays, vacations, maybe a more relaxed pace of work (or a mad dash to get everything done before you can relax!) 🕶️

All of this changes how and when your users are looking for help, and if your knowledge base isn't ready for it, you might find your support team feeling the heat.

For us tech folks, especially, this seasonal dance is super important.

Our users are often deeply integrated with our products, whether they're working remotely from a beach house (lucky ducks!) or trying to troubleshoot something while juggling a kid's summer camp schedule. Their habits shift, and so should our approach to self-service.

The Summer Shuffle: Where Do Your Users Wander? 🗺️

Our report dives deep into how user behavior shifts, and what we're seeing is pretty interesting. While search volumes might not plummet across the board, the nature of those searches often changes.

People might be looking for quick fixes on the go, or they might be tackling those "eventually" tasks that got put on the back burner during the busy spring.

For instance, we've noticed trends that suggest a shift from highly complex troubleshooting to more fundamental "how-to" questions, or perhaps a peak in mobile searches for quick answers.

If your product is often used in a work setting, you might see a dip in certain types of queries during traditional office hours, only to be replaced by a surge of activity in the evenings or on weekends as people catch up. It's like a user migration, but instead of flying south for the winter, they're just… shifting their attention and location.

This is where your knowledge base truly shines. It's the ultimate 24/7, always-on support specialist. No matter if your users are by the pool, on a train, or just trying to squeeze in some work before hitting the hiking trails, your knowledge base is there, ready to serve up answers.

Sun-Kissed Self-Service: Your Ultimate Summer Strategy

So, how can tech companies specifically leverage their knowledge bases to not just survive, but thrive during these seasonal shifts? It’s all about being proactive and understanding the evolving needs of your users.

1. Mobile-First Mindset for Beach-Bound Browsers 🏖️

Summer often means more mobile usage. Are your knowledge base articles easily digestible on a phone screen? And are your screenshots clear and concise?

Think about the user who’s trying to fix something quickly between activities. They don’t want to scroll through endless paragraphs. Err on the side of shorter paragraphs, break up text with headings, and use visuals to explain complex concepts.

Maybe even consider short video tutorials for common summer-related issues. If you're looking for more tips, we've got a whole post on optimizing your knowledge base for mobile.

2. Vacation-Proofing Your Help: Smooth Sailing for Absentee Teams 🏄

If your software is used by teams, consider that some team members will be out of office. This can lead to questions like "How do I delegate a task?" or "How do I set up an out-of-office notification within the app?"

Proactively creating articles around common vacation-related scenarios can save your support team a ton of time. Think about how your users might interact with your product when their usual point of contact is away.

3. Shining a Light on Summer Project Features ☀️

Summer can be a time for new projects or finally getting around to implementing that feature they've been eyeing.

If your product has features that are particularly useful for, say, short-term collaborations, project hand-offs, or setting up automated workflows to cover absences, make sure those articles are easy to find and well-promoted within your knowledge base. Maybe even create a "Summer Productivity" section or tag.

4. Tracking the Tides: Seasonal Product Usage Insights 🌊

Does your tech product have any features that might see increased or decreased usage during the summer? For example, if you offer a scheduling tool, you might see a peak in users setting up recurring meetings for the fall, or cancelling existing ones for the summer.

If you provide a project management tool, perhaps a focus on setting up quick, agile projects for short-term initiatives. Understanding these subtle shifts, which our report highlights, allows you to tailor your content.

5. Don’t Forget About Onboarding 🍑

While summer might be slower for some, it’s also a time when new hires might join companies or when businesses might start evaluating new tools for the fall.

A robust, easy-to-navigate knowledge base with excellent onboarding content is crucial, regardless of the season. Make sure your "Getting Started" guides are top-notch and always accessible.

The Sunshine & Stats: What Our Report Uncovers 📊

Our State of Knowledge Base Traffic report pulls back the curtain on these very trends. We looked at how users are finding help articles, what they're searching for, and how their behavior changes throughout the year.

It's packed with insights that can help you fine-tune your self-service strategy and ensure your knowledge base is a powerhouse, even when the sun is shining its brightest.

One of our key findings for the summer season? There's a large opportunity to restructure and prepare for autumn releases since the traffic is much lower. This means fewer interruptions for your users and a prime window for your team to really dive deep into optimizing your content.

Think of it as a strategic pause – a chance to get your ducks in a row for the busier times ahead.

This kind of data isn't just interesting – it's actionable. It tells you exactly where to focus your efforts to get the most bang for your self-service buck.

If you know your users are searching for "how to reset password on mobile" more often in July, you can make sure that article is super easy to find and incredibly clear.

Small adjustments like these, guided by data, can make a huge difference in customer satisfaction and reduce the load on your support team.

Ready for a Deep Dive? 🏊‍♀️

Understanding these seasonal nuances isn't just about reacting; it's about being prepared. By leveraging the power of your knowledge base and paying attention to how user behavior shifts with the seasons, you can provide exceptional support all year round.

In fact, if you're thinking about tackling that summer restructuring, our guide to a knowledge base audit could be super helpful!

Don't let the summer catch your support team off guard. Ready to arm yourself with the knowledge you need to conquer summer support and prepare for a brilliant autumn? 😊