Customer Experience

15 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).

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Customer service is a vital asset for any company. It is the primary way for businesses to interact with their customers and build relationships.

A practical customer service experience can improve customer satisfaction, loyalty, and retention. On the other hand, customers who are dissatisfied with the service provided may choose to take their business elsewhere.

When it comes to improving your 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 itomeet customer needs faster, more consistently, and at scale.

Let us discuss why measuring knowledge base KPIs and metrics is necessary for customer support automation and how to improve them.

Let’s dive in!

What are Knowledge Base Metrics & KPIs?

Knowledge base metrics & KPIs are measures that help evaluate the performance, efficiency and effectiveness of a knowledge base. These metrics and key performance indicators are used to inform decisions about how to improve the structure, content, and delivery models of the knowledge base.

Benefits of Tracking Knowledge Base Metrics & KPIs

Measuring knowledge base metrics and key performance indicators (KPIs) is an important part of running a successful customer service center. Such type of data collection provides detailed information about your knowledge base’s activity, giving you the insight you need to improve its effectiveness and make informed decisions.

Here are the reasons why measuring knowledge base metrics & KPIs is important:

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.
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 would help to For instance, if a team has been unable to create a popular article related to a certain topic, then this data could be used as an indicator that more information is needed in this area of interest so that customers might be better informed when seeking assistance from the knowledge base itself rather than a human agent.

Streamlined Updating Processes: By utilizing the insights, businesses can 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.

15 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.

Here is a closer look at all metrics KPIs for the knowledge base which are so important to automate customer support and improve customer experience.

#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.

By paying 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 acanfind satisfactory answers to their questions on the knowledge base platform.

It serves as a way for companies to gauge customer satisfaction and their officiency 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.

These 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 pperiod It gives an understanding of what topics in the knowledge base are being frequently accessed. 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 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.

Here are some of the best practices you should follow:

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. This 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 and polls to get a better overall view of user satisfaction levels with your team’s database performance at any given time; this 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 it 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 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 and more efficiently, which 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.

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 and motivation helps you understand where to focus your energy and 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 and 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.