Help Center Answer Usage
  • 09 Sep 2022
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Help Center Answer Usage

  • PDF

The Help Center Answer Usage report can help you understand which Answers shown in Help Center are most frequently used by your Customers.

Metrics and Key Concepts

The Help Center Answer Usage report uses the following metrics and concepts to quantify the reported data.

Number of ClicksNumber of times a Public Answer in Help Center is clicked.
Answer NamePublic Answer available in Help Center

Understand the Basics

When to use the Help Center Answer Usage report

Use the Help Center Answer Usage report if you have questions around:

  • Which Public Answers are being used the most in Help Center?
  • How often are Public Answers being used in Help Center?
  • Are there certain Public Answers used more over time?

How often to view the report

Review this report monthly to gain valuable and actionable insights.

  • View it alongside the Help Center Answer Search 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 Sidekick Answer Usage report to see 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 Used Answers in Help Center

If you notice that certain Answers are being used more in Help Center, think of the following points:

  • For frequently used Answers, 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.
  • Is there an opportunity to further improve your Answers content?

Infrequently Used Answers in Help Center

If you notice that certain Answers aren't used much in Help Center, you can either remove or improve those Answers.

  • 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 have to manage and search through.

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 Search
    • Sidekick Answer Usage
    • Sidekick Answer Search

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