Knowledge Base Analytics
Understand how customers use your help center.
Accessing KB Analytics
- Go to Analytics in the left sidebar
- Scroll down to the Knowledge Base Insights section
Summary Metrics
Published articles: Total number of live articles in your help center.
Article views: Total lifetime views across all articles.
Helpful rate: Percentage of customers who found articles helpful.
Deflection rate: Estimated percentage of customers who resolved their issue without contacting support.
Top Performing Articles
View your best articles ranked by engagement:
- Article title
- View count
- Total feedback received
- Helpful percentage
- Deflection rate
Use these insights to understand what content resonates with customers.
Articles to Improve
Identify articles with low helpfulness scores:
- Same metrics as top articles
- Focus on articles with high views but low helpful ratings
- Consider updating or rewriting these articles
Search Gaps
Discover what customers are searching for but not finding:
- View search queries with no results
- See how often each query was searched
- Use this data to create new articles that address gaps
Using KB Analytics
Improve existing content: Update articles with low helpful ratings.
Create new content: Address search gaps with new articles.
Optimize organization: If certain articles get many views, make them easier to find.
Measure impact: Track how changes affect helpfulness and deflection rates.