Analytics work hand in hand with your self-service, providing the data you need to build better experiences for both customers and agents. Real-time data about which content is being used—where, when and by whom—helps you identify where the team is knocking it over the boundary, as well as opportunities for improvement.
It’s a two-fold process: having the data in hand, and then using it to drive your self-service decision-making. In this downloadable guide, we’ll go over how to:
Analyse common requests and identify where AI can help
Identify the most-linked articles to drive organisational process change
Keep a close eye on search results—especially those that don’t return answers
Increase CSAT or meet SLAs more with data and info from the knowledge base
Track agent engagement and make it easier for everyone to contribute