We are really excited to announce our newest reporting feature: Search Analytics. With this feature you will be able to gain insights into how comprehensive and effective your knowledge base is at helping customers find solutions.
Self-service support flow
Before we explain the Search Analytics feature, it is important that we review the typical self-service support flow (however, if you would rather get into the details right away, please read our excellent user guide on the subject).
Essentially, a customer who is interested in self-service knowledge base will typically follow the above flow: search, view results, read a topic, and repeat until a satisfactory solution is found.
As we developed this feature, we kept that customer flow in mind to design a feature that could easily identify the potential issues that may come up during self-service. Specifically, there are three potential issues during this process:
A : No results are returned to the user.
B : User does not click any results.
C: User opens a topic after reading a topic.
As you use the feature, keep this above process in perspective as it was a guiding factor in our design.
Why do self-service?
With this feature we are not advocating the implementation of a pure self-service process. Our position is that some requests are better handled through a knowledge base. In fact, no customer likes to wait hours before finding the solution to a simple question.
Search analytics provides you with the tool to improve on that self service.
View all your search traffic over the last 30 days. Search traffic also includes searches completed on any of your live feedback tabs. Expanded graphs allow you to get to the specific numbers.
Assess knowledge base and search coverage issues: searches with no results, with no clicks, or with tickets created. Graph those issues against total volume search to quickly assess self-service improvements over time.
Inspect your top 500 searches to pinpoint problems within your knowledge base.
Easily export your search content for in-depth analysis in a third-party software (CSV export).
Identify the most important topics for each of your top 500 searches.
Benefits & Uses
For this feature, you will be able to:
Measure your knowledge base effectiveness for providing self-service support.
Quickly find customer-pertinent topics that are not covered by your knowledge base.
Find topics that need to be updated in your knowledge base.
Identify most important topics for your top user queries.
We understand that you might use this feature in unexpected ways. You have several ways to filter and sort the Search Analytics data within the application. If this is not sufficient, we provide you with the ability to export your top 500 searches (over the last 30 days).
Here are some use cases our beta customers were most excited about.
Find popular queries that do not return any results. These queries indicate that people are looking for content that is not easily available in your knowledge base. You might need to create a new topic or tag an existing topic with the terms that your customers use.
Look for popular queries that have a low click-through rate (CTR). These indicate that the search results are not relevant. Similar remedies as above can be employed.
Look for queries that typically lead to the creation of tickets. Although there might be relevant results, these topics lack specific knowledge regarding a subject.
Lastly, we would like to hear from you about the creative ways you use this feature. Please share your suggestions with the community on this thread.
Availability & Permissions
This advanced analytics module is available for Plus+ and Enterprise customers. Also, the feature is accessible by administrators, moderators, and those who can view reports.
To open the search analytics dashboard, select Manage > Reporting, then click Search. Search data includes only end-user searches, not agent searches.