Improve Your Knowledge Base Metrics - Frequently asked questions
Frequently asked questions
How can I track the effectiveness of my knowledge base using pageviews?
Pageviews are a great way to see if people are using your knowledge base. They show which articles are popular and help you understand user behavior. To track pageviews, you can use Zendesk's Explore tool, which records all pageviews, including…
What are the benefits of using Google Analytics for my knowledge base?
Google Analytics offers detailed insights into your knowledge base's performance, including unique pageviews and visitor engagement. Unlike Zendesk Explore, Google Analytics can track both total and unique pageviews, and it provides data on how…
How can I improve search results in my knowledge base?
Improving search results involves optimizing content titles, adding labels, and updating body text to match common search terms. To enhance search results, consider rewriting article titles to align with user search queries, breaking down large…
What is a self-service score and how do I calculate it?
A self-service score measures how well your knowledge base helps users without needing support tickets. To calculate it, compare the number of unique visitors to your knowledge base with the number of support tickets submitted. Use Zendesk…
How can I use article votes to improve my knowledge base?
Article votes provide feedback on content quality, helping you identify which articles need improvement. Each article has up and down voting options, and the net score indicates user satisfaction. If an article has more negative votes, review its…
What tools can help monitor and improve my knowledge base?
Several tools, including Zendesk Explore, Pendo, and Crazy Egg, can help you monitor and enhance your knowledge base. Zendesk Explore offers built-in dashboards for tracking article performance. Pendo provides usage analytics to understand user…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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