Stop Guessing What Your Users Need
See what they cannot find, where your Flare documentation fails, and what to fix first.
We add analytics to MadCap Flare so documentation teams can see what users cannot find, where content fails, and what to improve first. This is not ordinary website analytics: it is measurement designed specifically for documentation published from Flare.
Your help site gets traffic. Traffic is not the same as answers.
Your users are getting stuck. You just cannot see where. Pageviews do not tell you what users search for, what they fail to find, which topics confuse them, or which pages push them toward support.
So writers rewrite topics based on opinions, complaints, and pageviews. They cannot prove whether a change helped, and they struggle to defend priorities, headcount, and budget. The villain here is guesswork: it makes teams optimize the wrong pages, ignore missing content, and mistake traffic for success.
Guesswork vs. Evidence
Without documentation analytics
- Users keep searching and leave empty-handed
- Support receives avoidable questions
- Weak topics remain untouched while the loudest complaint wins
- Writers spend time on low-impact rewrites
- Documentation looks like a cost instead of a business asset
With documentation analytics
- Failed searches show exactly what content is missing
- You see which topics send users to support, and why
- A prioritized fix list replaces opinion-driven rewrites
- Before/after evidence proves whether improvements worked
- Documentation value becomes something you can show, not argue
Replace opinions with evidence
We design and implement documentation analytics for MadCap Flare help systems: what users search for, how they move through your topics, what they find helpful, and where they give up and contact support, all connected to your products, versions, and languages.
Then your team can see what users cannot find, where topics fail, what to fix first, and whether improvements worked. Writers focus on the topics that matter most. Users find answers faster. Support handles fewer avoidable questions.
Evidence Across Four Areas
Findability
What users search for, what returns nothing, and how they navigate your help system. See the questions your documentation cannot answer yet.
Content Effectiveness
Which topics actually help: helpfulness feedback, how far readers get, and what they copy, download, and act on.
Content Gaps
Missing, weak, and outdated content surfaced by real behaviour: failed searches, poorly rated high-traffic topics, and pages that push users to support.
Business Value
How documentation contributes to self-service: which journeys end in support contacts, which don't, and what that is worth, with assumptions kept visible.
Why Flare Deserves Better Than Generic Analytics
MadCap Flare documentation is not a normal website. It is generated from a structured project: products, versions, languages, targets, and content types. Generic analytics setups ignore all of that structure, which is exactly where the useful answers live.
A Flare-aware implementation can tell you things a generic setup cannot:
- which product or version the failing content belongs to
- whether users struggle in tutorials, reference topics, or procedures
- how translated outputs perform compared to the source language
- which writing team's content needs attention
- how the same topic performs when it is reused across several outputs
That is why we work with both your published help system and the Flare project behind it.
How We Work
- Discover: We start with your documentation decisions, not with tools. What do you need to know to prioritize work, and what does your Flare setup look like today?
- Design: Together we agree what to measure, what it means, and what reports your team will actually use, with assumptions written down.
- Implement: We instrument your Flare output and connect it to your analytics, respecting your consent setup, without disrupting publishing.
- Validate: Everything is tested across devices, outputs, and consent states before you rely on it.
- Hand over: Your team gets the reports, training, and documentation to own the system and turn findings into content improvements.
Privacy by Design
- No copied text, selected text, or form content is ever collected
- Search terms are reviewed for privacy risks before collection
- Tracking respects your consent platform: nothing fires without the agreed consent
Your legal and privacy teams stay in control; we handle the technical side.
Common Questions
Isn't this just Google Analytics on our help site?
No. A generic setup tells you pageviews. This connects user behaviour to your documentation structure: which product, version, and language is failing, which searches come up empty, and which topics push users toward support. Standard web analytics simply doesn't see any of that.
Our Flare project isn't perfectly organized. Is that a blocker?
No. Most projects aren't. Part of the discovery is looking at what your project already provides and what can be derived or added without restructuring anything. You don't need to clean up before talking to us.
How do you handle GDPR and consent?
The implementation works with your existing consent platform, and nothing is tracked without the agreed consent. No copied text, selected text, or form content is collected, and search terms are reviewed for privacy risks. Your privacy team stays in control throughout.
Can you really measure whether documentation reduces support load?
Honestly, yes, as a model with visible assumptions. We track which documentation journeys end in a support contact and which don't, and we're careful about what that does and doesn't prove. You get evidence you can defend, not inflated claims.
Will this disrupt our writers or our publishing process?
No. The measurement lives in your published output and analytics setup. Writers keep working the way they do today; what changes is that they finally see which of their topics help and which don't.
What does it cost and how long does it take?
That depends on the size of your help system and what you need to learn from it, which is exactly what the discovery call is for. It's a free conversation about your documentation and your questions, and you'll leave with a clear picture of what an implementation would involve, whether or not we work together.
Be the lead whose team stopped guessing and started fixing the right topics.
A free conversation about your help system and what you wish you knew about it. Prefer email? Email Mattias with a link to your help site. Not sure your project is ready? Get your free Flare diagnosis first.