Where to start with auditing the "Search Analytics" ?

Esha Tanwar

• August 13, 2021 15:54

This question came up in yesterday's session. @Christie wants to know if there are any best practices or guides that @cherylzupke and @lynette-ledoux could share on where to start auditing the Search Analytics in the admin section?

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• search analytics

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  Lynette Ledoux

  • August 13, 2021 21:45

  [@... There are 3 reports that I used a lot as an admin, the first of which has improved with C21, and all of which are easy to take action on:
  
  
  

  • High Conversion Results Not on Page One - If your community is set up with 10 results per page, this report will tell you when your customers had to navigate to page 2 or beyond to click a result. If this happens 10 or more times on a given article, you can perform keyword tuning to boost the article to rank 1-5.
  
  
  
  • Searches with No Results - As we said in our chat, this report is traditionally used to identify content gaps, but it's also great for gathering customer language and common misspellings that you can load into the NLP Manager > Synonyms.
  
  
  
  • Click Position Report - Similar to High Conversion Results Not on Page One, the Click Position Report helps you to identify articles that you may want to boost to the top of search results so that your customers don't have to work so hard to find what they need. I like sorting by the Sessions column then scanning Average Position, the last column to the right. If there are large number of keyword sessions that have click positions at the bottom of the search results on page 1 or on page 2 or beyond, click into the linked number in the Sessions column to scan for the articles that you want to boost.
  
  
  I hope this is helpful. Please let me know if you have additional questions or had something else in mind. Cheryl will also likely have other recommendations.

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  cherylzupke

  • August 16, 2021 12:50

  

  Hi @... addition to the reports Lynette mentions, I also regularly look at the Articles that failed to Deflect cases (aka Unsuccessful Case Deflection) report.
  
  I focus on the articles that appear in most sessions. With this report, you can review the search queries and session details right from the report to see the customer journey. Occasionally, I look at the details of the case if I need more information to get an understanding of why the article didn’t deflect the cases. Once I have a better understanding, I can take appropriate action such as update the article to make it more useful or make sure a new article is created from the case details. There are times when an article cannot deflect a case because the customer’s request is something our support team must do. In those situations, I just make sure the article includes all the instructions the customer needs to provide the necessary details for our support team.

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