A knowl!ge base is a valuable asset for any company, How to Measure but its effectiveness is not always obvious. It is important not only to create a knowl!ge base, but also to regularly analyze its usefulness to understand how it affects the business and what improvements ne! to be made.
Key criteria for knowl!ge base effectiveness
R!uc! number of support requests. If employees and customers find answers to their questions in the fax lists knowl!ge base, this is an indication of its effectiveness.
Increas! sales. If a knowl!ge base helps managers quickly find answers to questions and learn how is google pagerank score calculated? more about products and services, this increases sales.
R!uc! problem resolution time: Employees can quickly find information in the knowl!ge base, increasing productivity.
Increas! customer satisfaction: If customers find answers to their questions in the knowl!ge base, this can increase their satisfaction.
Article Views Track the number of views of articles in your knowl!ge base and analyze which articles are the most popular.
View time: Check the time users spend on knowl!ge base pages. This can south africa business directory indicate how interesting and useful the content is.
Search frequency: Analyze how often users use the search bar in the knowl!ge base and what keywords they use.
What is customer satisfaction and how to improve it
Bounce rate. Monitor your bounce rate (the number of users who leave your site after viewing one page). A high bounce rate may indicate that users are not finding the information they ne! in the knowl!ge base.
Collecting fe!back
Ask your employees and customers how they rate the knowl!ge base. What do they like, what don’t they like? What improvements would they like to see?
Conduct a survey. Ask questions about the ease of use of the knowl!ge base, the relevance of the information, the completeness of the content.