6 Knowledge Base Metrics & KPIs You Should Measure
Knowledge base KPIs and metrics are a set of quantifiable measures that help businesses to track and monitor documentation's performance and prove their return on investment (ROI).
Customer service is a vital asset for any company.
67% of consumers choose the knowledge base self-service over talking to a business agent because of privacy issues.
Knowledge base is the primary way for businesses to interact with their customers. An effective customer service experience can improve customer satisfaction, loyalty, and retention.
When it comes to improving customer service strategies, knowledge base KPIs and metrics are essential in measuring effectiveness.
Tracking these metrics can help determine which areas need improvement and give insight into where automation could be utilized in order to meet customer needs faster.
Table of Content
- 1 What is Knowledge Base Metrics & KPIs?
- 2 Benefits of Tracking Knowledge Base Metrics & KPIs
- 3 6 Knowledge Base Metrics & KPIs Businesses Should Measure
- 4 How to Improve Your Knowledge Base Metrics & KPIs
- 5 Why Must You Measure Knowledge Base KPIs & Metrics
- 6 FAQs on Knowledge Base Metrics and KPIs
What is Knowledge Base Metrics & KPIs?
Knowledge base metrics & KPIs are defined as measures that help evaluate the performance, efficiency and effectiveness of a knowledge base. These metrics and key performance indicators are used to make informed decisions about how to improve the overall knowledge base.
Tracking knowledge base metrics and KPIs plays a vital role in understanding its overall effectiveness. Monitoring these indicators highlights areas that need improvement, enabling data-driven decisions to refine content and optimize the user experience.
Key objectives :
- Improving content relevance: Measure search frequency and user queries to ensure the knowledge base offers valuable and relevant content.
- Enhancing user engagement: Evaluate metrics like page views, time spent on articles, and article ratings to understand how engaged users are with the available content.
- Reducing support tickets: Track the success rate of users resolving issues through the knowledge base, helping reduce the number of tickets generated for support teams.
Benefits of Tracking Knowledge Base Metrics & KPIs
Measuring knowledge base metrics and key performance indicators (KPIs) is vital. It provides detailed information about the knowledge base’s activity, which helps to improve its effectiveness and make informed decisions.
1. Improved Customer Retention
Tracking knowledge base metrics helps identify pain points where customers may have difficulty finding the answers they’re looking for. Once these issues are identified, you can create more knowledge-based articles so that customers remain engaged with your brand for longer periods of time.
2. Identify Knowledge Gaps
Analyzing the knowledge base metrics & KPIs can help you identify any existing knowledge gaps in terms of both content and structure within the organization. It helps to bridge those challenges and effective design that meets customer expectations.
3. Streamlined Updating Processes
Leveraging the insights helps businesses to streamline updating processes so that articles remain up-to-date with current trends and customer interests over time – increasing satisfaction while decreasing costs associated with manual editing processes.
4. Reduced Support Costs
Metrics such as ticket reduction rates reveal where the knowledge base effectively handles customer inquiries. A well-performing knowledge base minimizes reliance on customer support, reducing costs and freeing up resources for other business areas.
5. Data-Driven Decision Making
Tracking knowledge base metrics and KPIs provides valuable data to guide improvements. Identifying weak areas enables businesses to prioritize updates and make informed decisions that optimize the overall knowledge management strategy.
6 Knowledge Base Metrics & KPIs Businesses Should Measure
Knowledge base metrics and KPIs are an invaluable tool for measuring the effectiveness of your digital customer support strategy.
1. Number of Published Articles
The number of published articles indicates the amount of content that a knowledge base has regarding a certain topic. It is an indicator for companies to measure how much effort they have put into researching and producing useful content for their customers.
When you pay attention to this metric, organizations can keep track of their progress in creating helpful resources for customers.
2. Time To First Resolution
The duration to first resolution metric measures how quickly customers are able to find satisfactory answers to their questions on the knowledge base platform.
Time to first resolution metric serves as a way for companies to gauge customer satisfaction and their own efficiency in delivering customer service. Making sure customers don’t have to search too long or struggle with issues can result in higher customer retention and satisfaction rates.
3. Total Visits & Visitor Retention Rates
These two knowledge base metrics KPIs measure how many visitors are coming onto a company’s knowledge base platform, as well as how often they come back.
Knowledge base metrics provide insight into whether the content provided is helpful enough that it makes users come back regularly, opening new possibilities and repeat business opportunities. Tracking this metric is important in ensuring consistent traffic and high returns on investment in the longer term.
4. Average Article Read Rate
The average article read rate metric tracks how many times an article has been read over a specific period of time. It gives an understanding of what topics in the knowledge base are being frequently accessed and it can help you identify which topics should be updated or edited for better accessibility.
5. Customer Satisfaction Rating (CSAT) on Knowledge Base Pages
CSAT rating measures customer satisfaction based on the quality and usefulness of the content in your knowledge base pages. If you find that your articles are receiving a low score, then it’s important to revise or rewrite them with more helpful information.
6. Ticket Deflection Rate
The ticket deflection rate is the percentage of tickets that were closed without any intervention by a representative because customers found their answers in your self-service platform.
Knowing this rate can give you insight into how effective your knowledge base is in helping customers solve their own issues, allowing representatives to focus on more complex requests that require more personalized service.
How to Improve Your Knowledge Base Metrics & KPIs
As you work to improve your knowledge base metrics & KPIs, there are several steps you can take to ensure that you are successful.
- Track and measure your customer satisfaction: By tracking customer satisfaction, you can understand which areas of the knowledge base they’re using most often and which require improvements.
- Evaluate content performance: Keep track of the views, clicks, search terms, feedback and ratings for each article or page in your knowledge base. It helps you identify areas where content could be improved or supplemented.
- Monitor usage trends: Analyze usage patterns for different types of articles to see if certain topics have higher engagement than others, indicating an area for improvement or refinement.
- Identify commonly asked questions: Keeping track of commonly asked questions can help you identify gaps in existing knowledge bases or ones that need updating.
- Improve SEO: Improvement SEO can drive organic traffic and boost search engine results rankings to ensure top content is accessible first.
- Utilize analytics tools: Make use of analytics and feedback tools such as surveys or polls to get a better overall view of user satisfaction levels with your team’s database performance at any given time; it allows for effective adjustments accordingly should the need arise.
- Monitor customer feedback loops: Keep an eye out for common bumps customers encounter and use this data to add new features or refine existing ones as needed in order to provide users with the best possible experience when interacting with your knowledge base solutions provider platform(s).
- Create more helpful content: Create useful information-rich content that answers user’s needs while providing relevant background information on the topic at hand; this keeps customers engaged and educated while delivering meaningful returns back into your own knowledge operations in a tangible fashion
Why Must You Measure Knowledge Base KPIs & Metrics
Measuring Knowledge Base KPIs and metrics is an important part of the customer service experience. When done right, it helps customer service representatives identify issues faster that reduces customer churn, leads to improved customer satisfaction, and improves the bottom line.
Measuring knowledge base performance allows customer service representatives to tailor the customer journey according to the available data and proactively address any potential problems beforehand.
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FAQs on Knowledge Base Metrics and KPIs
What are the knowledge management metrics?
Knowledge management metrics are a set of quantifiable measurements you can use to monitor performance and prove the ROI of your tech investment. The key to knowing which metrics to use is understanding precisely what you’re looking to measure and improve upon. Finding your root cause helps you understand where to focus your measurement.
How do you measure the knowledge base?
There is always a way in which you can make your product knowledge base more informative, user-friendly, and comprehensible. In order to improve your product knowledge base, you need to start monitoring its performance and track the key metrics and key performance indicators (KPIs). You will have to identify the right set of metrics and focus on evaluation and improvement.
What is the relationship between knowledge base KPIs and employee performance?
The knowledge base metrics and KPIs refer to a quantifiable metric that reflects how well an organization is achieving its stated goals as well as objectives. These metrics and KPIs determine how well your employees are putting efforts to achieve the goals.
What makes an effective knowledge base?
Always include helpful visuals. It’s always a best practice to include visuals in your knowledge base content as it can actually show readers what you’re writing about. For example, a step-by-step tutorial with corresponding images can help users visualize what they need to do.
