Knowledge Base KPIs for 2023

Owned by Mike Deskis
Last updated: Sept 10, 2024 by Ioana Kocurova
4 min read

Overview

If you're interested in seeing how the collective efforts of the Pricefx team have benefited our customers and partners by enabling them to explore, comprehend, and effectively implement our solution, then keep reading to view the year-over-year performance comparison of the Pricefx knowledge base in 2023 versus 2022.

Spoiler alert: We did really well!

The knowledge base performance in 2023 has shown significant increases in various metrics, indicating its effectiveness in helping users explore and implement the solution. While engagement time has slightly decreased, it is likely due to users finding information faster. The knowledge base is particularly valuable for newcomers during training periods.

Audience acquisition has seen substantial growth, with a 250% increase in unique users and a 910% increase in new users through organic search. Overall user retention has also increased by 168%. Activity on the knowledge base has seen significant growth, with a 444% increase in views, a 204% increase in engaged sessions, and a 172% increase in event counts.

Additionally, there have been substantial increases in views for technical, Pricefx, Business User, and Data Integration content. The audience breakdown by country shows significant increases in the USA, India, UK, Germany, Czech, France, and Poland.

So, here’s a shoutout to all knowledge base contributors in 2023. On behalf of the Product Education team and our user community: Thank you!

If you want just a brief overview, check out the 1-minute video below. For details, keep scrolling.

KB2023Performance.mp4
Knowledge Base Performance 2023 in under 1 minute

During 2023, the knowledge base has experienced significant increases throughout, but we have also had a slight decrease in the engagement time. While generally, this may not be desirable, it may be also because users find information much faster so the navigation time on the site has decreased. We tend to believe this is the cause as the WAU (weekly active users) and MAU (monthly active users) and overall user stickiness increased by 55.3%.

NOTE: We have also noticed that during training periods, WAU numbers will almost triple. This goes to show how much newcomers rely on the Knowledge Base for their learning and onboarding making the site a relevant and very useful tool.

The new Pricefx GenAI chatbot has shown a visible generation of momentum as in the last 28 days (the silent release happened in the middle of December 2023), we have noticed an increase in knowledge base click events (36%).

Audience Acquisition

  • 250% increase in unique users to 21K

  • 910% increase in new users by organic search

  • 101% increase in new users by direct channels

image-20240104-150912.png
Unique users

 

 

NOTE: Our knowledge base audience saw a 250% increase in unique users to 21K, with a 910% increase in new users from organic search and a 101% increase in new users from direct channels. this represents a significant increase in the number of new and unique users accessing the Pricefx platform, with a substantial rise in both organic search and direct channel user acquisition. This indicates growing interest and engagement with the platform.

User Retention

  • 6.4K returning users

  • 168% increase in retention

User Activity

  • 229K views, 444% increase

  • 204% increase in engaged sessions

  • 172% increase in event counts

  • 221% increase in technical content views (Dev Kb)

  • 498% increase in Pricefx content views

  • 138% increase in Business User content views

  • 634% increase in Data Integration content views

 

 

Audience Breakdown

  • USA up by 197%

  • India up by 435.5%

  • UK up by 758%

  • Germany up by 172%

  • Czech up by 44.5%

  • France up by 94%

  • Poland up by 286.5%