A knowledge base is a Key metrics valuable asset for any company, but its effectiveness is not always obvious. It is important not only to create a knowledge base, but also to regularly analyze its usefulness to understand how it affects the business and what improvements need to be made.
Key criteria for knowledge base effectiveness
Reduced number of support requests. If employees and customers find answers to sms gateway switzerland their questions in the knowledge base, this is an indication of its effectiveness.
Increased sales. If a knowledge base helps managers quickly find answers to questions and learn more about products and services, this increases sales.
Reduced problem resolution time: Employees can quickly find information in the knowledge base, increasing productivity.
Increased customer satisfaction: If customers find answers to their questions in the knowledge base, this can increase their satisfaction.
What is customer satisfaction and how to improve it
Article Views Track the number of Key metrics views of articles in benefits of digital marketing for your business your knowledge base and analyze which articles are the most popular.
View time: Check the time users spend on knowledge base pages. This can indicate how interesting and useful the content is.
Search frequency: Analyze how often users use the search mobile lead bar in the knowledge base and what keywords they use.
Bounce rate. Monitor your bounce rate (the number of users who leave your site after viewing one page). A high bounce rate may indicate that users are not finding the information they need in the knowledge base.
Collecting feedback
Ask your employees and customers how they rate the knowledge base. What do they like, what don’t they like? What improvements would they like to see?