Much like their blissed-out mascot, Zendesk have such a confident omnipresence on social media that I often forget they’re a startup. With over 15,000 users worldwide they’ve embarked on a lap of Asia-Pac with a series of bootcamp and benchmarking workshops. As the Knowledge Bird, I wear a few hats and one of them is as a Zendesk administrator and customer support manager for a client, so I thought I’d go along for a bit of schooling.
I’ve been asked recently about metrics in knowledge management. Specifically, what are the things I like to measure. I do have a favourite. Diving down into the read count per topic or category and then looking further into what specific issues are being accessed most often can uncover potential improvements to products or services. Layers of complexity could be removed by redesigning the product or service for more intuitive use. Maybe the instructional documentation could be made clearer. Analysing metrics like these can help us improve our offering in a way that ultimately reduces the amount of support we need to provide. No wonder that’s my favourite.