It’s important to know how your content is performing, so that you know how to improve it. On your Articles report, you’ll quickly see which articles to write next, what’s popular and most importantly, what needs to be fixed.
View the terms customers searched for but didn’t find, and know which articles triggered the most conversations and negative reactions. Here’s how your the report works:
Learn from your Articles report
Find the report under Reports > Customer support > Articles:
Then toggle the date range at the top to see how your content has performed in the time period you'd like to measure.
Get an overview of your Help Center traffic
The first chart in this report shows an overview of unique visitors, and article views:
Help center visitors is the total number of people who have viewed at least one Article in your Help Center.
Article views is the total number of Article views in your Help Center. This includes the same person viewing an Article multiple times.
Important: These totals include views in the Messenger and directly in the Help Center.
Know what to write next
The ‘Opportunities’ section of the report shows you which terms customers searched for most, but didn’t find. You should write an article for each topic customers would find useful.
See which articles to review
Scroll down and you’ll see the ‘Engagement’ section - this shows you which articles pulled in the most viewers, conversations and negative reactions. Simply select whichever heading you’d like to view the results for.
Pro tip: Here’s how to improve articles that get negative reactions based on rich customer data.
Note: You’ll also see the date each article was last updated in the left-hand column. If an article hasn’t been updated in quite some time, review it to ensure the content is still accurate and relevant.
If you support multiple languages in your Help Center, the data in this report is an aggregate of views, reactions, and conversations on all language versions of each article.
How are negative reactions calculated?
The ‘Reactions’ tab shows the percentage of people who reacted negatively to an article compared to the total number of people who reacted to it. For example, if 150 people reacted to an article and 22 of those were negative reactions, the ‘Reactions’ tab will show 15%.
How often does the Articles report update?
Your Articles report gets updated once a day (midnight for your timezone).
Improve your content based on your Insights
There’s a bunch of simple ways you can improve your content from the data you see in your report. We’ve written these best practice articles to help you:
Now that you know how the Articles report works, go ahead and check out the terms your customers are searching for - you’ll find inspiration for your next article.