Louise Draper: Measure the Success of Your Self-Service Offerings
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Self-service offerings allow customers to help themselves, but companies need to measure how well these offerings are working. Key metrics to track include the percentage of issues resolved through self-service, customer satisfaction scores for the self-service experience, and how much self-service reduces calls to support agents. Tracking these metrics will help companies understand if their self-service offerings are truly helping customers and reducing support costs.
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