Example of navigation within the knowledge base

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Example of categories within a knowledge base
Improve your content with user feedback
Collect user feedback on knowledge base articles via online chat.

Perhaps the article is unclear about how to move from one stage to the next, or the materials were not rewritten after a product update. The user may notice this and report the error in the chat.

Help support agents quickly send knowledge base content to live chat
Despite the presence of a KB, users will still contact support for help. You can reduce the time of the conversation by giving operators the ability to send articles from the KB without leaving the chat.

Optimize your knowledge base for SEO
This will drive traffic to your site and give users the ability to find australia email list answers to questions directly in the search. Potential customers will be able to see a knowledge base article in the search results for keywords and learn about your product.

Analyze the effectiveness of your knowledge base
Keep track of which users read the knowledge base, how long they spend on the articles, and which links they click. This will help you understand how useful your knowledge base articles really are.

Let's talk about several metrics that indicate the effectiveness of a knowledge base:

Bounce rate

Typically, a user reads an article in a knowledge base and simultaneously applies the instructions from the article on a website or service. Therefore, bounce rates in a knowledge base should be higher than those of blog articles.

Article viewing time

Time spent in an article tells us about the quality of the article itself. If a user views the material faster than a blog article and solves their problem, then the article is written simply and clearly.

Questions for support

The knowledge base reduces the load on the support team, which means that the number of questions from users should decrease. That is, the fewer requests to support, the better the knowledge base works. And the time it takes to resolve typical questions can also decrease - after all, instead of lengthy explanations, managers will be able to send a link to an article from the knowledge base. And you can check the number of requests using the Carrot quest dialogue statistics .

Time for dialogues

Another indicator of the success of the knowledge base is the reduction of the time of operator dialogues. Operators will spend less time solving customer problems by sending links to articles from the knowledge base.

For more information on what metrics to monitor when creating content, read the article on support and chat metrics.

How to Automate Your Knowledge Base with an AI Bot
You can automate answers to frequently asked questions and relieve your first-line support managers with an AI bot.