One area we are focusing on is our best answer rate. A challenge that we are facing is the right time to check the metric. If we check the last week we are finding it not to be completing accurate because the question might not be marked yet as a “best answer”.
We have our best answer window marked as 5 days, but we are wondering when the best time to check on this number would be and if there are any other best practices that others have discovered.
Thanks!
Chloe
One downside of the analytics is that they’re dynamic, like you mention. That an open question answered later on will change the metric. It makes it tough to look at snapshots in time.
I recommend finding a way to record snapshots of the metric each month/week if you want to compare M-o-M, etc.
An alternative is using the content data from the API or a post export to find a way to look at it. My data team was able to give me a rolling 14 day median time to reply and median time to answer.
While I don’t have a good answer for you, I do have a recommendation: We’ve started incentivizing the marking of answers. At first I was doing this via a Salesforce report and a simple Zap to award points via the API, but we found a way to automate this with a webhook trigger.
We also updated our documentation and the notification email to let them know they can earn points (and thank those who helped) by marking the answer. As a result, we’ve seen our marked answer rates go up >5%
Thanks
~Chloe
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