Measure the success of your help knowledge base content
Let me start first by talking a bit about scope and strategy. The discussion on measuring your help knowledge base often gets caught up in the measure of call deflection on your website and the strategy of your knowledge base -- whether the knowledge base is primarily for your agents or customer help website. Regarding call deflection, it’s extremely likely that not all customers on your help website would contact you if they are unsuccessful with self-resolving, which is why how to measure or what to measure using call deflection is frequently debated. While your agents and customers have different needs from a knowledge base, it must serve both audiences! The fundamental issue is that agents and customers have different needs. In most cases, your agents know exactly the issue and what to do to solve it, they just need to find the right article to share with the customer. These leads them to often try searching based on a solution . Your customers , on the other hand, are vis...
