The Help Center Answer Search report can help you understand what terms your Customers are searching for and their frequency while also giving insight into whether your Answers address those searches.
Metrics and Key Concepts #
The Help Center Answer Search report quantifies the reported data using the following metrics and concepts.
| Name | Description |
| Search Term | Search team used to search for Answers in the Help Center |
| Number of Answers Results | The number of Answers results related to the search term |
| Number of Times Searched | Indicates the number of times a search term was used. |
| Click Rate | The percentage of users who clicked on a result from a particular search term |
Understand the basics #
When to use the Help Center Answer Search report #
Use the Help Center Answer Search report if you have questions around:
- What terms are Customers searching for the most in Help Center?
- How often are Answers available for those search terms in Help Center?
- 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 Help Center 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 Glad App 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 Help Center #
If you notice that certain terms are being searched for frequently in Help Center, 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 and has 1 Answer result that is only clicked 50% of the time), consider improving your Answer content to address better the search term (either through modifying the Answer directly.
- 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 often use Answers related to shipping during checkout, consider expanding your shipping information during the checkout process.
- Is there an opportunity to further improve your Answers content?
Search terms with 0 or few Answers results in Help Center #
If you notice that specific search terms are yielding 0 or few Answer results in Help Center, you can add or improve Answers to match those terms.
- Add Answers for frequently searched terms that yield 0 or fewer results to help customers get Answers to their questions without contacting your Agents directly.
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:
- Help Center Answer Usage
- Glad App Answer Usage
- Glad App Answer Search
for more details.
