Sidekick Answer Search
  • 18 May 2021
  • 2 Minutes To Read
  • PDF

Sidekick Answer Search

  • PDF

The Sidekick Answer Search report can help you understand what terms your Customers are searching for and their frequency, while also giving you insight into whether your Answers are addressing those searches.

Metrics and Key Concepts

The Sidekick Answer Search report uses the following metrics and concepts to quantify the reported data.

NameDescription
SidekickAn embeddable website widget that can be used to display Answers, and allows you to display certain inbound Contact requests like Chat and Email. See What is Sidekick.
AnswersKnowledgebase content that Agents use to relay information to Customers quickly. It is also accessible to Customers for self-service through Sidekick and the Help Center. See Answers.

Understand the Basics

When to use the Sidekick Answer Search report

Use the Sidekick Answer Search report if you have questions around:

  • What terms are Customers searching for the most in Sidekick?
  • How often are Answers available for those search terms in Sidekick?
  • Which search terms are yielding 0 or few Answer results?
  • How often are Customers clicking on Answers for their searches?

How often to view the report

Review this report monthly to gain valuable and actionable insights.

Note
  • View it alongside the Sidekick Answer Usage report to understand what terms Customers are searching for that may or may not be yielding Answers and/or any clicks so that you can improve your Answer content accordingly.

  • Compare it to the Help Center Answer Search report to see what your Customers are searching for and how your Answers are performing across both of your self-service Channels.

Take Action

Once you understand the report, you can take action and make improvements.

Frequently Searched Terms in Sidekick

If you notice that specific terms are being searched for frequently in Sidekick, think of the following points:

  • For frequently searched terms that have Answer results with low click rates (e.g., a search term of "size" is searched 200 times, has 1 Answer result that is only clicked 50% of the time), consider improving your Answer content to better address the search term (either through modifying the Answer directly or adding the term to an Answer Keyword Group)
  • For frequently searched terms with high click rates, is there an opportunity to convert that into a process/product update? For example, if your Customers are often using Answers related to shipping during checkout, think about expanding your shipping information during the checkout process.

Search Terms with 0 or Few Answer Results in Sidekick

If you notice that certain search terms are yielding 0 or few Answer results in Sidekick, you can add or improve Answers to match those terms.

  • Use Answer Keyword Groups to improve the relevancy and accuracy of the search results for your Customers (e.g., a Customer searching for "luggage" would get Answer Results matching your brand terminology of "baggage")
  • Add Answers for frequently searched terms that are yielding 0 or few results to help Customers get Answers to their questions without contacting your Agents direct

Good to Know

  • This report can also be generated via API. See our Developer Docs for more details.
  • Listed below are related reports we recommend you use alongside this report:
    • Help Center Answer Usage
    • Help Center Answer Search
    • Sidekick Answer Usage

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