How to improve your Help Center using insights

Your Help Center is one of the most valuable tools for reducing support volume and empowering your customers to find answers on their own. With the Insights Dashboard, Customerly gives you a data-driven way to evaluate and improve your Help Center’s performance.

Here’s how to leverage these insights effectively:

Start by navigating to Insights from the left-side menu in your dashboard. Once there, select the Knowledge Base section to view all metrics related to your Help Center.

At the top, set a time frame to analyze how your Help Center has performed over a specific period.

This main graph shows two critical metrics:

• Support Cases Avoided: Indicates how many customer conversations were prevented thanks to helpful articles.

• Failed Searches: Shows how often users searched but didn’t find what they needed.

A higher number of avoided cases is a great sign, while failed searches reveal opportunities to expand or improve your content.

Identifying and resolving failed searches

Scroll down to view the exact search terms with no results. These are the keywords your users typed but couldn’t find a match for. You’ll see:

• The search terms

• How frequently they appear

• A checkbox to mark them as resolved once addressed

This section is ideal for a team member managing your Help Center. They can use this data to create new articles or improve existing ones, ensuring your Help Center evolves with customer needs.

Understanding support coverage

The Support Cases Avoided section also shows a trend line and average values over time. It helps you track how much load your Help Center is taking off your support team.

Compare this with the failed searches to spot gaps and make informed decisions on what topics to cover next.

Article performance and feedback

Customer feedback is a direct reflection of your article quality. In the Feedback section, you’ll find:

• Total feedback count

• Ratings categorized as Good, Neutral, or Bad

Further down, you’ll see a list of articles showing:

• Number of visits

• Last updated date

• Performance breakdown with hover-over stats (positive, neutral, and negative feedback)

You can sort articles by most visits or most feedback to prioritize which ones need attention.

Tip: Start with articles that receive frequent visits but have negative feedback—they’re likely high-impact areas to improve.

Why this matters

Improving your Help Center benefits everyone:

• Your customers get faster, self-service support.

• Your support team receives fewer repetitive questions.

• Aura, your AI Assistant, also benefits, as it pulls data directly from your Help Center and canned responses to provide accurate answers.

Your Help Center isn’t a set-it-and-forget-it tool. Using Insights, you can continuously improve it based on real customer behavior and feedback. Regularly review failed searches and feedback to make data-backed updates that enhance the experience for your users.