What to measure after launch

A knowledge base should improve over time based on real user behavior. VRSJO helps you define what to measure and how to use that data to make the knowledge base more useful.

Recommended metrics

• Most viewed articles: what users need most
• Searches with no results: gaps in coverage
• Articles with low feedback scores: content that does not help
• Ticket deflection rate: how often users self-serve before contacting support
• Repeated support questions: topics still not documented well enough
• Chatbot fallback rate: how often the bot cannot answer
• Human handoff rate: how often the bot escalates
• Article update frequency: how often content is refreshed
• Top customer confusion points: recurring misunderstandings

[INFO: Data-driven knowledge base management] The best knowledge bases are maintained based on actual usage, not assumptions. Set up simple reporting at launch and review it monthly.