metrics to measure

metrics to measure

Self-service offerings, such as online portals, chatbots, and virtual assistants, have become increasingly popular in recent years as they allow customers to quickly and easily access information and perform tasks without needing to speak with a representative. However, measuring the success of these offerings can be challenging. There are several metrics that you can use to measure the success of your self-service offerings, including:

  • Self-service adoption rate: This metric measures the percentage of customers who use self-service options, such as a knowledge base or FAQ section, compared to those who contact the help center. A higher adoption rate indicates that your self-service offerings are effective and useful to customers.
  • Self-service resolution rate: This metric measures the percentage of customers who are able to find a resolution to their issue through self-service options. A higher resolution rate indicates that your self-service offerings are comprehensive and able to effectively address customer needs.
  • Ticket deflection rate: This metric measures the percentage of tickets that are prevented or avoided by using self-service options. A higher ticket deflection rate indicates that your self-service offerings are effectively reducing the volume of tickets received by the help center.
  • Customer satisfaction: Measuring customer satisfaction with your self-service offerings can provide insight into whether they are meeting customer expectations and needs.
  • Net promoter score (NPS): NPS is a measure of customer loyalty and can be used to gauge the effectiveness of your self-service offerings. A high NPS score indicates that customers are likely to recommend your company and its self-service offerings to others.
  • Time spent on self-service: Tracking the amount of time that customers spend using your self-service options can provide insight into their level of engagement and the effectiveness of the content.

In addition to these metrics, it’s also crucial to track the data on customer behavior and to analyze the data to understand how customers interact with your self-service offerings, how they navigate through the offerings, which pages or sections they tend to spend more time on, which pages or sections are causing them to drop off, etc. This will give you valuable insights into where to improve your self-service offerings and how to make them more customer-centric.

In conclusion, measuring the success of self-service offerings can be challenging, but by using the right metrics, you can gain a better understanding of how well the offerings are meeting the needs of customers and where improvements can be made. Additionally, tracking customer behavior data and analyzing it will give you valuable insights on how to improve your self-service offerings and make them more customer-centric.

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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

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