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Help Center Dashboard Purpose: Reduce the number of tickets the Customer Team receives by ensuring customers self-serve.
Who is a Help Center Dashboard for? Customer Service team leaders and content managers.
Why is a Help Center Dashboard useful? Customer Service teams provide customer care via a call center or ticket based system, but their support carries on way beyond that direct interaction with customers. Help Centers are fuelled by their product insight to ensure customers can get support at all times. Furthermore, having a knowledge base is a great way to balance the customers’ need for immediacy and your team’s workload.
The ability to help customers self-serve is as important as the support your customer service team provides. The Help Center functions as a filter, allowing your team to focus on the more complex issues, while customers can still resolve simpler issues themselves.
This dashboard is a good starting point to help you gain an overview of how effective your knowledge base is at reducing your team’s workload while still delighting your customers.
If you are looking for a team performance dashboard to focus your team, this Customer Service Performance Dashboard could be a good starting point.
What Help Center metrics does it contain? To measure how successful you are at using your knowledge base to deflect tickets from your team, you want to have an overview of both team workload and help center popularity. There are a few key metrics that will help you get a clear understanding of how well you are doing and where you should focus your efforts. For example:
Action: Your page views going up is definitely a good indication that customers are attempting to self-serve, but an increase in tickets indicates that they may not be finding the right or complete answers, so they also reach out. Ideally, you want your page views to increase, while ticket volume decreases. That means you have more people self serving than talking to your agents. If you’ve recently released a new feature, this might explain the spike–your customers are both trying to self-serve and ask for help. You may think about creating new content to serve that need. Keep an eye on the relationship between page views and tickets submitted to check whether your improvement was impactful enough.
Scenario 2: Are customers viewing certain knowledge base articles frequently, but you’re still receiving lots of calls or emails about those topics?
Action: Start by revising those popular articles so your customers can fully self-serve. Your customer success agents may offer useful tips about the main pain points so that you can take them into account in the revised copy.
Tracking new and returning users will help you assess your knowledge base efficiency. You’ll get an indication of how many people are visiting your help center for the first time compared to customers who are frequently using it it to get their questions answered. For example:
Scenario 3: Do have a higher volume of returning users?
Action: This may indicate that your new or existing customers are unaware that you have a knowledge base. Think about integrating it into your email campaigns, as well as encouraging customer success agents to share it more during their interactions.
To add extra focus to your self-serving efforts, implement a voting system on your help center. By tracking the percentage of positive votes, you’ll be able to quickly prioritize and improve your articles. For example:
Scenario 4: Are some of your articles always getting a high percentage of positive votes?
Action: Start by making sure they are always kept up to date. It is likely that those article are the most helpful to customers, and, thus, read the most. This will take the pressure off your customer support team, while keeping your customers happy.
Lastly, it is always useful to keep an eye on your bounce rate. This will give you an indication of the percentage of visitors to your help center who navigate away from it after viewing only one page. However, getting too stuck on a low bounce rate is not always a good idea. Different teams have different ways of using a help center. For example:
Scenario 5: Is your bounce rate really high?
Action: If you are deep linking directly to the right pages in the help center, this is not unusual behaviour. It actually indicates that your customers get the content they are looking for right away. This would have a high bounce rate, but still be delivering the help they need on the first page they visit. In this case, keeping a lower bounce rate for important navigation pages will be a better objective.