Knowledge base metrics serve as the support team's compass for success. It empowers them to cover valuable insights and deliver top-notch customer experiences. Think of them as GPS that makes the journey from not knowing to knowing it all easier!
Customer service technology has advanced exponentially in recent years. Customer engagement experience is crucial for building lasting relationships and gaining valuable insights into customer preferences. However, there are many challenges that customers face in support.
Measuring knowledge base metrics is one renowned way companies use to tackle common support challenges faced by customers. As 60% of the customers prefer to find answers on their own through knowledge bases, measuring the knowledge base metrics KPIs is paramount.
Let us deeply understand why it’s important to measure knowledge base KPIs for automating your support. Read on to find the top 11 KPIs your business should be measuring.
Knowledge base metrics & KPIs (Key Performance Indicators) can be described as the process of collecting data and measuring performance in order to gain key insights. Base metrics provide valuable insight into the performance of your content by measuring various aspects such as accuracy, comprehensiveness, usability, and customer satisfaction.
Setting measurable goals based on these metrics can enhance user experience and improve operational efficiency. It also helps businesses identify opportunities for improvement in their knowledge-based solutions.
Here are the key objectives of measuring knowledge base metrics & KPIs:
Knowledge base KPIs enable you to make well-informed decisions about future investments based on accurate data collected from real customer experiences. Following are the benefits of measuring knowledge base metrics and KPIs:
When companies measure knowledge base KPIs, it gives them insight into user behavior, enabling them to better understand their needs and preferences when it comes to customer service inquiries. It helps them to adapt their content effectively for increased customer satisfaction.
Gathering data on content performance helps you identify highly effective pieces and those needing improvement. Tracking page access frequency, user types, and on-page duration provides valuable insights into what works and what doesn’t. Understanding content performance becomes more accessible with the information.
Measuring the knowledge base metrics throughout your knowledge base is extremely helpful in reducing the support volume of your agents. Enterprises help empower their customers to find the information and self-serve efficiently through a user-friendly, customized knowledge base. It allows agents to focus on other tasks with less support like assigning labels or prioritizing tickets based on urgency or importance.
Metrics around top search terms, overall visits to FAQs, number of tickets resolved without escalation, etc., and help provide valuable feedback. It helps you to identify the areas where customers or employees don’t find useful information. The insights can be used to address gaps in current support offerings that could result in better customer service experiences.
Continuously measuring the performance of your knowledge base KPI on content against its ROI enables a more effective allocation of essential resources. Investments made in technology solutions such as natural language processing (NLP), ambient search capabilities, etc., become much more cost-efficient. As accurate metrics present clear evidence about areas where spending should be kept at a minimum, the effectiveness is maximized.
Measuring the right knowledge base metrics / KPIs is essential for automating customer support or improving customer experience. Track your team’s performance to find areas for improvement. Let’s dive into understanding the most essential metrics and best practices of how you can improve your knowledge base support.
The number of published articles indicates the amount of content that a knowledge management software has regarding a certain topic. Companies use it as an indicator to measure the effort they put into researching and producing useful content for customers. Paying attention to the improvement of the knowledge base metric and KPI helps organizations keep track of their progress in creating helpful knowledge management initiatives for customers.
Best Practices:
An analysis of the top visited articles on your knowledge base can be highly illuminating into consumer demand. Knowledge bases contain hundreds or even thousands of different topics, so it is important to understand which types of content are getting the most exposure and views. Such knowledge management metrics will help inform you as to which topics customers think are useful and pertinent. It will enable you to discover areas where content gaps may exist.
Best Practices:
The two metrics measure how many visitors are coming onto a company’s knowledge base platform, as well as how often they come back. They provide insight into whether the content provided is helpful enough that it makes users come back regularly. The analysis opens new possibilities and repeats business opportunities. Tracking such knowledge base KPIs is important in ensuring consistent traffic and high returns on investment in the longer term.
Best Practices:
The search conversion rate tells you whether you’re providing an adequate amount of relevant information when people search through your knowledge base. It helps you determine whether or not customers find the answers they need in an acceptable timeframe or movement within the page structure of result pages in a particular context/cluster of documents.
Best Practices:
Knowing the number of successful searches conducted within a given time frame tells us how not just easy but also effective our knowledge base is in helping users find what they need from search algorithms alone. The knowledge management metrics allow companies to determine whether further steps should be taken to strengthen their search engine optimization (SEO) strategy parameters.
Best Practices:
Failed searches provide valuable insights into where users are having difficulty finding answers on your knowledge base. If you are consistently getting failed searches, it indicates that the content in your knowledge base may not have the necessary information to answer visitor queries. Keeping an eye on the failed terms helps to identify gaps in content and update or add relevant solutions.
Best Practices:
Businesses must track their satisfaction levels – expressed in a Customer Satisfaction Score (CSAT)to understand how well users are engaging with the help resources and content. The repeat purchase rate of “totally satisfied” customers is 3 to 10 times higher.
The knowledge base KPI allows you to measure customer satisfaction both at a general level but also for specific types of requests like technical or product support. It allows you to prioritize accordingly and adjust strategies based on what works best for user needs.
Best Practices:
The average time spent reading an article will tell you how interested your visitors actually were.
There will be content that they clicked on versus skimmed over quickly before moving on. If readers spend less time than expected on certain articles – such as those labeled “Most Viewed” – then it could mean that something about the text isn’t engaging enough for them. It can also mean that their goals weren’t fulfilled by what they found there when compared to their initial expectations from clicking the link
Best Practices:
The total number of unique visitors is another way to measure how well your digital platform is functioning overall. The page views indicate which particular topics have resonated the most strongly with customers over the given period of time. Using the two knowledge management metrics together can give you insight into which content pieces people find most helpful and enable you to prioritize them accordingly.
Best Practices:
The ticket deflection rate measures how many tickets have been deflected due to resolution via self-service like FAQs or help documents on the website/knowledge base. It effectively tells the companies whether users prefer live chat service over other alternative sources for support. The rate can be tracked by measuring both first response times from agents and how long tickets stay open in unresolved status.
Best Practices:
The knowledge management metric measures how quickly customers are able to find satisfactory answers to their questions on the knowledge base platform. Companies can gauge customer satisfaction and their efficiency in providing customer support. Making sure customers don’t have to search too long or struggle with issues can result in higher customer retention and satisfaction rates.
Best Practices:
Businesses often get stuck in a reactive mode when handling customer interactions. However, having access to data-driven insights provides actionable intelligence which can help shape proactive strategies instead.
Measuring the knowledge base performance with the right KPIs & metrics, you can:
Knowledge base metrics are performance indicators that assess a company’s knowledge management efficacy. The KPI knowledge management assesses factors like knowledge usage, sharing, and impact on business performance. Examples include knowledge usage rates, search success rates, resolution time, and customer satisfaction scores. The metrics ensure that your knowledge management is effective and efficient.
Companies can measure and improve knowledge base metrics and KPIs by tracking usage frequency, successful self-service resolutions, and customer satisfaction ratings. Collect feedback from users and conduct surveys to identify areas for improvement. Use surveys, feedback forms, or interactive sessions to gain valuable insights. It will help you understand the strengths, weaknesses, and usability.
The knowledge base metric KPIs directly influence how quickly and accurately support agents can access information. When KPIs like search success rate and article views are high, it indicates that employees can easily find relevant resources within the knowledge base. As a result, support agents can respond promptly to customer inquiries, resolving issues in a timely manner.
Companies need to follow a systemic approach to evaluate the internal knowledge base effectively. One of the most crucial aspects is tracking usage metrics to gauge its effectiveness. Monitor the number of searches, views per article, and user update frequency to understand how often employees rely on the knowledge base. Its widespread usage demonstrates its practicality in everyday tasks. It will also help you understand the preferences and behavior of your customers.
An effective knowledge base organizes information well. The content remains updated and accurate, making navigation a smooth process. It addresses common queries and offers in-depth solutions. The self-service base integrates with the support system seamlessly. Regular updates and feedback loops ensure relevance and reliability, enhancing customer satisfaction. Customers can seek most of their solutions from an effective knowledge base. It helps them significantly as they don’t have to reach out to the support team.
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