Table of Contents
Understanding Key Health Metrics
Health metrics give you important information on how your Knowledge Base is performing, so you can make actionable changes. These insights help you understand whether your content is truly helping cu…
Health metrics give you important information on how your Knowledge Base is performing, so you can make actionable changes. These insights help you understand whether your content is truly helping customers solve their problems and where there's room for improvement.
Self-Service Rate
Your self-service rate shows the percentage of user sessions that were resolved without customers needing to contact support. Think of it as your Knowledge Base's success score.
The higher this percentage, the better your content is performing. A strong self-service rate means customers are finding what they need and solving their own problems.
How to improve your self-service rate
- Review your most common support tickets and create articles for those topics
- Make sure your most important articles are easy to find from your homepage
- Use Stale to mark outdated content that might be confusing customers
- Add clear, step-by-step instructions with screenshots where helpful
Deflection Efficiency
Deflection efficiency measures how many support tickets you're avoiding per 100 article views. This metric shows how effective your content is at actually solving problems.
Higher numbers are better. You want each article view to have the maximum chance of preventing a support ticket. A score closer to 100 means your articles are incredibly effective at helping customers.
How to improve deflection efficiency:
- Focus on quality over quantity. Write comprehensive articles that fully address customer problems
- Include common follow-up questions and troubleshooting steps as Folds
- Enable our contact form to automatically suggest articles when a customer is typing a ticket
- Review low-performing articles and either improve or remove them
- Make sure your article titles accurately reflect the content inside
Search-to-View Ratio
This metric shows the percentage of article views that involved a search. It tells you how often customers are actively looking for specific information rather than just browsing.
A higher search-to-view ratio indicates that customers are successfully using your search function to find what they need. This is generally a positive sign and means your search is working well.
How to improve your search-to-view ratio:
- Use Ask AI to enable customers to search using natural language
- Add relevant tags and keywords in your articles to improve search results
- Write clear, descriptive article titles that match how customers think about problems
- Review your search analytics to understand what customers are looking for
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Using Search Stats to Find Content Gaps
