Hello Freshworks Community!

To ensure your knowledge base is genuinely effective in meeting customer needs, it’s essential to continuously track and measure its performance. In Freshdesk, you can use key metrics such as article views, search queries, feedback ratings, and resolution rates to evaluate how well your content is serving your customers. For example, high engagement with certain articles or a pattern of frequent searches for specific topics could highlight areas where your knowledge base excels or needs improvement.

Customer feedback—whether through thumbs up/down, comments, or satisfaction surveys—provides actionable insights into whether the content is truly helpful. By closely monitoring these metrics, you can identify outdated or unclear articles and update them, ensuring your knowledge base is always aligned with your customers' evolving needs.

This approach allows you to optimize self-service support, reduce ticket volume, and empower customers to find solutions quickly, while also ensuring your support team can focus on more complex issues. By consistently improving the quality of your knowledge base, you deliver a superior customer experience that drives satisfaction and loyalty.