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Knowledge base 5 ways to make your knowledge base relevant and useful
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In this video, you'll learn how you can refine your help center articles. These best practices will help you keep your knowledge base relevant to your customers. • The self-service portal or the customer knowledge base boosts customer experience significantly and also takes some load off your customer service agents. An omnichannel help desk software makes it easier to build and maintain your help center articles and FAQs for the knowledge base to serve its purpose. • With the use of your help desk software, get valuable insights to keep your knowledge base searchable and relevant. • Here are 5 simple metrics to help you refine your customer knowledge base • [2:20] Keyword success ratio • This widget displays a comprehensive list of the search terms that are popular among your customers and those that failed to fetch any results. You can act on the failed keywords by adding relevant help articles for them. • [3:12] Article usage metrics • This widget helps you track the usage of knowledge base articles in support tickets. You can then add new help articles for customer reported issues and also enhance the reliability of the suggested help article. • [4:19] Likes Vs Dislikes • This widget shows the number of likes and dislikes received by your help articles. It helps you measure the usefulness and clarity of the help articles in your help center. You can re-work on them if needed. • [5:32] User comments • Customers can leave their comments on your help center content, providing additional ideas, or letting you know if the content motivated them to try any of the suggestions given. • https://help.zoho.com/portal/en/kb/de... • [6:33] Google analytics • When you integrate Google Analytics with your Zoho Desk portal, you can identify trends related to how your customers interact with your knowledge base and help center. • https://help.zoho.com/portal/en/kb/de... • Capturing these insights using a help desk software will keep you on the right track in identifying customer needs. It will help in creating the best customer support example with you always being a step ahead of your customers. • Follow us on social media for more such tips: • Twitter: / zohodesk • LinkedIn: / zohodesk • Instagram: / zoho.desk • Customer service easier done than said. • Zoho Desk is the industry's 1st context-aware help desk software with omnichannel communication, self-service, advanced automation, and intuitive AI. • Read through all the features and functionalities of Zoho Desk: • https://www.zoho.com/desk/
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