It’s important to measure your customer self-service platform if you want to retain your brand’s credibility and encourage customer loyalty. To ensure we are on the right track we need to keep a check on performance on daily bases like the abandon pace, average handling time, first-call resolution, and so on which must be constantly monitored. Using our Self-service performance feature on the website, you can keep track of all the results.
1. Go to Reports and choose Self Service Performance.
This allows you to view the complete report of the Self Service effectiveness like Total Conversation, Resolved by Self-Service and Support Submission percentage etc.
You can also see the percentages for the Order and General scenarios.
You can track all the reports under one roof.