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Overview

The Kapa platform persists all conversations that Kapa is answering across your deployments. These questions offer you a direct view into the mind and behavior of your customers. Analysing these questions can help you improve your documentation and inform product decisions by helping you understand:

  • What are the most common questions for which documentation is missing?
  • Which pages of our documentation are most important?
  • What features are missing today that our users would like to have?
  • What are common things our users struggle with?

Tools​

Core analytics​

Available for all Kapa deployments:

  • Conversations: Lets you review all raw conversations.
  • Common Questions: Automatically clusters user questions to highlight the most common.
  • Source Analytics: Shows which parts of your knowledge sources are most important to answer user questions.
  • Email Reports: Sends weekly or monthly insight reports about user behavior.
Conversation Review

Widget analytics​

Additional capabilities when deploying Kapa through the website widget:

  • User Satisfaction: Tracks user satisfaction with Kapa's answers over time.
  • User Tracking: Shows the user journey and needs of individual users or accounts.