The Glad App Answer Usage report can help you understand which Answers shown in Glad App are most frequently used by your Customers.
Understand the basics
When to use the Glad App Answer Usage report
Use the Glad App Answer Usage report if you have questions around:
Which Answers are being used the most in Glad App?
How often are Answers being used in Glad App?
Are there certain Answers used more over time?
How often to view the report
Review this report monthly to gain valuable and actionable insights.
What it tracks
Metric | Description |
|---|---|
Answer Name | Name of the Answer. |
Number of Clicks | Number of times the Answer was clicked within Glad App. |
Take action
Once you understand the report, you can take action and make improvements.
Frequently used Answers in Glad App
If you notice that certain Answers are being used more in Glad App, think of the following points:
Can frequently used Answers be converted into a process/product update? For example, if your Agents frequently use Answers related to shipping during checkout, consider expanding your shipping information during checkout.
Is there an opportunity to further improve your Answers content?
Infrequently used Answers in Glad App
If you notice that certain Answers aren’t used much in the Glad App, you can either remove or improve them.
Watch out for duplicate Answers.
Don’t improve an Answer for the sake of improving an Answer. If you know it’s not delivering valuable information. We suggest removing it to reduce the number of Answers you must manage and search through.
Good to know
This report can also be generated via API. See our developer guide for more details.
Listed below are related reports we recommend you use alongside this report:
Quick Actions Usage