How To Analyze Knowledge Base Performance?
Gabriele Maggiolo
Marketing Manager @ Kolver | HubSpot CRM Specialist | Data Analyst
With performance analysis, you can track and analyze how your article interacted with visitors to your knowledge base.
In addition to tracking the effectiveness of knowledge base articles used in support responses, knowing how often your team uses them can also be a useful metric for your knowledge base.
To improve your workflow and avoid documentation confusion, it is best to track all audits and check the performance analysis from time to time to see how the articles in your knowledge base are doing.?
Analyzing categories and their effectiveness is much more useful than examining what the top 10 articles of a given period might look like. Normally you will have a list of all articles in your knowledge base with the metrics "Total Views", "Average Article View Time", "Useful Rating", and "Useless Rating". Based on the metrics, you can determine which articles and keywords are most searched for.???
It can be overwhelming, you can use features as audit tuning, search analytics, and performance analytics, you can track every little detail and improve your knowledge effectively.
Using reports generated from the knowledge base, administrators and agents can gain key information about their article and agent performance so that they can further improve the content creation process.???
The overview gives you a snapshot of the overall performance of your knowledge base so you can understand how your key article metrics have changed over time. Use widgets in your dashboard to view data over time, analyze business processes, and identify areas for improvement.???
Based on the perspectives you get from the analysis, you can make data-driven decisions. Take a look at the ten most important customer service metrics and learn how to measure, analyze, and improve them step by step.????
Start tracking metrics to get a general idea of how many of your customers need help. Calculate the frequency of your customers by comparing the number of your active customers with the number of those who contact your support each month.????
?Then, through effective root cause analysis and retrospective team meetings, steps can be taken in agent processes and training to optimize call times and improve customer relationships. Based on this, you can make the right decisions to improve your agent's performance with targeted training sessions and capacity optimization. Support teams know best about customer problems and how to solve them. You can do more by leveraging decision-making tools and creating powerful visualizations from overarching datasets with a truly integrated analytics platform built specifically for customer service.???
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If you are a knowledge base user and have posted many articles on your site, you should definitely monitor the performance of those published articles. Tracking its performance helps you improve your Knowledge Base article in many ways. After user feedback, the second most direct and data-driven approach to measuring the performance of ancillary content is to use solution analytics for ancillary content.???
The advantage of using a solution with built-in analytics is that you can get rid of all the guesswork when calculating the performance of self-help content. While these metrics will tell you exactly how your users are interacting with your content, there are still a few statistics that need to be tracked using your site's traffic tracking tool like Google Analytics or Google Search Console.
Metrics show the performance of your customer service team, how customers perceive you, how satisfied they are with your business, and more. Customer service metrics refer to the measurement of the quality of service provided to customers.????
Establish baselines and benchmarks so your customer service team can interpret this number. Average Page View Time is a good indicator of whether your users can follow your media content. The higher the score, the more it suggests that you could focus on helping customers find the products in question in order to increase the likelihood of rejection.????
While the actual number of failed searches can be helpful, looking at the phrases customers searched for without results can also be a useful knowledge base metric for your support team. Instead of measuring the overall contact rate across knowledge base views, you can also count the number of customer support calls before and after the introduction of a new part of your knowledge base. So, one of the key (and easiest) ways to measure the effectiveness of your knowledge bases is to track the frequency of contacts.????
All important files are stored in the knowledge base, and when a very important file undergoes a major change, or if it is missing or deleted, a team audit plays an important role in tracking who made the change. These controls help you determine which job is available for request on the custom toolbar. Performance Check is a unique Ai-Media method for assessing the performance of our agents. We may also send you feedback by email based on the results of the performance check.
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