What are Knowledge Base Analytics & How to Measure it?
Knowledge base analytics comes with 7 specific metrics that will increase employee productivity as well as overall business growth.
Running a company isn’t just a simple task. Apart from ensuring to sail smoothly, you also need to stay ahead of the competitors. How can you be unique amongst the crowd?
70% of the customers prefer to find answers to their questions on a website rather than a phone call or email.
Let’s leverage knowledge base analytics into making a robust search engine that only leads to organizational success in the long run. In this article today, I’ll touch base about the benefits and metrics you should use for a happy customer experience.
Let’s first understand what knowledge base is. It is a centralized repository of information where customer support teams get access and provide users with self-service options for finding answers to their queries.
This analytical approach transforms raw usage data into actionable insights about content performance and user satisfaction. By monitoring metrics like search success rates, most accessed articles, and common user pathways, analytics reveals both the strengths as well as weaknesses of your information architecture, enabling data-driven decisions for continuous improvement.
Key objectives:
A study by Harvard in 2010 found that simply improving the help section helped reduce the incoming customer service calls by 5%. Here’s the list why knowledge base analytics are crucial:
54% of companies offering mobile self-service with the web saw an increase in website traffic quite immediately. But, how did they come to such a conclusion? Let’s explore those metrics:
This metric tracks the performance of the search function within the knowledge base. What are the number of searches conducted by users, what are the most popular search terms and what’s the success rate of search queries, these are some of the metrics that this analysis measures. When calculated, it accurately identifies common user needs and improves the search functionality to deliver more relevant results.
Formula: Search success rate = (Number of successful searches / Total number of searches) x 100
Example: If there were 400 successful searches out of a total of 500 searches, then the search success rate would be (400/500) x 100 = 80%.
User engagement metrics, such as page views, time spent on page and click-through rates, provide insights into how users interact with the knowledge base content. Analyzing user engagement data helps businesses determine which articles are most popular, which topic of interest peaks users curiosity and how to optimize content to increase user engagement.
Formula: User engagement rate = (Number of engaged users / Total number of users) x 100
Example: If there were 300 engaged users out of a total of 500 users, then the user engagement rate would be (300/500) x 100 = 60%.
Self-service rate is the percentage of customer inquiries that are resolved through self-service within the knowledge base, without the need for interaction with a support agent. A high self-service rate indicates an effective knowledge base that empowers users to find answers on their own, reducing the workload on customer support teams.
Formula: Self-service rate = (Number of self-service transactions / Total number of transactions) x 100
Example: If there were 200 self-service transactions out of a total of 300 transactions, then the self-service rate would be (200/300) x 100 = 66.67%.
CSAT score is a widely used metric to measure customer satisfaction with the knowledge base content and overall support experience. Gather feedback through customer surveys to assess the quality of information provided in the knowledge base and identify areas for improvement.
Formula: CSAT score = (Sum of all satisfaction ratings / Total number of responses) x 100
Example: If the sum of all satisfaction ratings was 800 out of a total of 1000 responses, then the CSAT score would be (800/1000) x 100 = 80%.
FCR rate measures the percentage of customer inquiries that are resolved on the first interaction with the knowledge base. A high FCR rate indicates that the knowledge base is comprehensive and effective in addressing user queries, leading to faster resolution times as well as improved customer satisfaction.
Formula: FCR rate = (Number of cases resolved on first contact / Total number of cases) x 100
Example: If there were 150 cases resolved on first contact out of a total of 200 cases, then the FCR rate would be (150/200) x 100 = 75%.
Content performance metrics, such as article views, shares and feedback, provide insights into the effectiveness of individual articles within the knowledge base. Monitor content performance to identify top-performing articles, update outdated content and create new content to fill knowledge gaps.
Formula: Content performance rate = (Number of views or interactions with content / Total number of visitors) x 100
Example: If there were 1000 views on a particular article out of a total of 5000 visitors, then the content performance rate would be (1000/5000) x 100 = 20%.
Deflection rate is the percentage of customer inquiries that are redirected from live support channels to the knowledge base for self-service resolution. A high deflection rate indicates that the knowledge base is successfully deflecting support tickets, reducing support costs and improving operational efficiency.
Formula: Deflection rate = (Number of deflected cases / Total number of cases) x 100
Example: If there were 50 cases deflected out of a total of 200 cases, then the deflection rate would be (50/200) x 100 = 25%.
Analytics can play a key role in optimizing knowledge base performance. This information can then be used to make informed decisions and improvements to enhance the overall user experience.
Knowledge base analytics serve as a diagnostic tool that reveals critical gaps in your organization’s information system. By examining user search patterns, content engagement metrics, and feedback data, you can pinpoint where users struggle to find answers or encounter outdated information.
The insights gained from analytics enable strategic improvements that enhance user experience and operational efficiency. You can prioritize content updates, restructure navigation pathways, and identify training needs, ultimately transforming your knowledge base from a static repository into a dynamic, user-centered resource.
What is knowledge base data?
Knowledge base data refers to the information stored in a knowledge base. A knowledge base is a centralized repository of knowledge that can be accessed and utilized by individuals within an organization or community. This data can include articles, documents, FAQs, troubleshooting guides and more.
What are the two types of knowledge base?
There are primarily two types of knowledge bases: internal and external. Internal knowledge base articles are used within an organization to store and share information among employees. External knowledge bases are designed for customers or users to access information about a product or service.
What is a knowledge base tool?
A knowledge base tool is a software application designed to create, manage and publish knowledge base content. These tools make it easy for organizations to organize, store and share information effectively. Some popular knowledge base tools include Zendesk, Freshdesk and Confluence.
What is a knowledge-based skill?
A knowledge-based skill refers to an ability or expertise that is based on factual information, concepts, principles, or procedures. These skills are typically acquired through education, training, or experience. Examples of knowledge-based skills include data analysis, programming, project management and medical diagnosis.