A robust knowledge base is a stepping stone to effective customer service. Yet, maintaining a knowledge base isn’t a set-and-forget job. Regular analysis of key metrics is essential to ensure it stays relevant, user-friendly, and effective. So, what measures should you keep tabs on? And why are they essential? Let’s explore.
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To gauge the effectiveness of your knowledge base, first, look at usage metrics. This includes the number of page views, sessions, and unique visitors. These numbers depict how often customers resort to your knowledge base for information. A steady rise in page views or unique visitors is an encouraging sign that users are finding value in your resource center.
While usage metrics reveal the ‘how much,’ engagement metrics demonstrate the ‘how.’ Analyzing the average time spent per page, bounce rate, and session duration provides insight into the reader’s engagement level. A high bounce rate or a low average time spent might imply that users aren’t finding the necessary information, signaling a need for improvement.
A key determinant of a knowledge base’s success is its search effectiveness, i.e., whether customers can find what they seek. Keeping track of successful vs. unsuccessful searches, commonly searched queries, and search exit rates can guide you in refining your knowledge base content or adjusting keywords to better align with popular search terms.
Customer satisfaction is an indispensable yardstick of any business operation, and your knowledge base is no exception. This can be measured from customer feedback after they have read an article (a simple thumbs up or down works well) or a brief survey inquiring about the helpfulness of the content. Analyzing this feedback with JustReply.Ai can indicate which articles are well-received and which need revision.
Many knowledge-based systems let customers rate articles based on their helpfulness. A higher score means the article successfully addressed the customer’s question. Regularly reviewing these ratings can highlight efficient articles that you may want to create more of or less efficient ones that need enhancement.
One of the main aims of a knowledge base is to deflect support tickets by delivering self-service solutions. Therefore, tracking the reduction in support tickets pre- and post-the knowledge base setup can help calculate the resolution rate, demonstrating your knowledge base’s effectiveness towards this goal.
Time-saving is one of the main perks of a knowledge base. Businesses can estimate the average time saved by calculating the difference in resolution time before and after implementing the knowledge base. A significant difference in favor of the knowledge base reflects positively on its efficiency.
Why Measure Knowledge Base Metrics?
Measuring these metrics is important to ensure your knowledge base is performing its primary function — aiding customers efficiently. Analyzing these metrics provides valuable data-driven input to improve your knowledge base.
- It ensures that your content aligns with customer queries
- It verifies the efficiency and helpfulness of your content
- It determines the user-friendliness and accessibility of your knowledge base
- It establishes the success rate in deflecting support tickets
- It measures the overall impact on customer satisfaction and time-saving
Knowledge base is not a static entity but an evolving platform requiring regular monitoring and tweaking. Identifying and calculating these metrics enables businesses to create a well-rounded, functional knowledge base.
With this data in hand, businesses can craft a knowledge base that not only reduces support load but also helps construct a customer experience that is self-reliant, satisfying, and seamless.