Identifying Popular Topics in Self-Service Channels
What metrics should I track to identify popular topics in my self-service channels?
To identify popular topics in your self-service channels, track page views and 'likes' on your Knowledge Base articles or forum answers. These metrics help you understand which topics are most engaging to your users.
In Zendesk, you can enable Google Analytics to measure page views and filter questions by 'Votes' to track likes. Once identified, ensure these popular articles are easily accessible on your community homepage or through search optimization. This helps users find valuable content quickly, enhancing their self-service experience.
More related questions
How can I measure the response rate in my self-service channels?
Measuring the response rate is crucial for evaluating the success of your self-service channels. The response rate is the percentage of questions in your community that receive a response. Ideally, you want this rate to be 100 percent. In Zendesk,…
How can I optimize my self-service content for search engines?
Optimizing your self-service content for search engines ensures that users can easily find your articles. Start by identifying the keywords users commonly use to find your content. Use Google Analytics to see what keywords were used when your page…
What should I do if there's no growth in my self-service channel activity?
If there's no growth in your self-service channel activity, it might be time to create new content. Metrics like page views, likes, new users, and new topics should show growth over time. Calculate your self-service score by dividing the total…
How can I ensure my most popular articles are easily found by users?
To ensure your most popular articles are easily found, make them prominent on your community homepage and optimize them for search. You can manually choose which articles to show on the homepage as Promoted articles. Organize these articles into…
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