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
Showing posts with the label web analytics
- Other Apps
Polaris is a cross-platform Google Analytics desktop widget with Adobe Air. With Polaris, you have easy access to your Dashboard, Map Overlay, Top Content, and more. With 8 simple reports, the interface is easy to use and puts data right on your desktop whether using Windows, a Mac, or Linux (Fedora 8, Ubuntu 7.10, openSUSE 10.3). A single-site version is free while the full multi-site version is only $15 annually. This is just the first of 4 announced products coming from a new company, Desktop Reporting .
- Other Apps
If you are new to web analytics or need to brush up your skills, I recently read Web Analytics Demystified: A Marketer's Guide to Understanding How Your Web Site Affects Your Business and found it very helpful for this category. If you are a little more advanced, you might try another book from the same author, Eric T. Peterson, Web Site Measurement Hacks . Perhaps what I like most about both of these books, is that Eric makes it simple. In addition, Eric has experience with web tags, which is particularly beneficial when your site is distributed across multiple systems. Eric also has a companion site for his Web Analytics Demystified book. In addition to companion files to Web Analytics Demystified, he has done a lot of work to bring the web analytics community together. For example, Eric has organized Web Analytics Wednesday where professionals all over the world meet locally on the 2nd Wednesday of every month, at 6 pm, to discuss web analytics. I attend the local Web Analyti