Post #2153220

2026-03-20 20:34 UTC

The only time the KB really saved was being able to send them a link to the docs that they should have been able to find instead of retyping the response. Which is good because time to first response kept going down as we wrote more articles. All of the answers were _right there_ and they didn’t see it. And no matter how many articles we added the volume of tickets resolved on the first reply with a KB article didn’t go down. (I know because I tracked this as a KPI for a while until it became obvious it wasn’t budging.) My only conclusion from this is that there is a segment of people who will always ask someone for help rather than take initiative.

Replies (1)

@GreyEyedGhost@piefed.ca 2026-03-21 04:22

What he is saying is, while a lot of the phone calls you got were answered with the KB, this doesn't reflect the people who didn't call because they used the KB. For that, you would need to track total sales, new customer intake, volume over time, etc. It's quite possible you could have customers who got a KB reply from your support staff in a timely manner and decided if it was that easy for you to get an answer to them, it would be worth it for them to try it before calling next time. Of course, the reality is quite likely that the main users of the knowledge base you built was the support team, which still isn't a loss.

Open ##2153221