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, which articles need improving.
View the terms customers searched for but didn’t find, and know which articles triggered the most conversations and negative reactions.
You can also see where your content is performing best, and who is engaging with it the most with location, source and audience filtering.
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 thing you’ll see in this report is an overview of unique visitors, and article views:
The count on the left is the total number of unique 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 articles viewed by the same person multiple times.
Refine your results with filters
For a deeper understanding of how your customers interact with your content, you’ll find two other filters at the top of the report:
Filter the report by audience
Choose visitors, leads, users, or a combination of the three and get a better idea of who is engaging with your content. Some questions you can answer, and next steps to take:
Which articles are viewed most by visitors? — What are the first things people want to know about your product?
You could create an F.A.Q collection and link to it from your website.
Which articles are viewed more by leads than other people? — Which articles help people during their buying journey?
Try sharing these articles with trial users towards the end of their trial, or covering these topics in sales demos.
Filter the report by location
Choose Help Center or Messenger and see exactly where your articles are being read. This filter is particularly helpful when used in conjunction with the audience filter:
Which articles are viewed most by your Users in the Messenger? — Which areas of your product are causing the most confusion, and are there things you can do to alleviate it?
This could be as simple as linking proactively to articles from the features they cover, or even making changes to those areas that your customers have trouble with.
Filter the report by source
If you select "Messenger" in the location filter, you'll see one more filter added, "Source":
This filter gives you another level of zoom to understand how your articles are being used.
From article search shows all articles found via searching in the Messenger.
Inserted in home shows all articles viewed directly from the home screen (added with the Article Inserter app.
Sent in a conversation shows articles sent in conversations by both bots and teammates using the Article Inserter app.
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 sort the results by:
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. 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%.
Know what to write next
The “Searches with no results” 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.
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.