Understand high-level self-service performance including abandonments, escalations, and resolutions across all self-service flows.
Observe self-service trends over weeks, months, quarters, and years to make sure you are moving in the right direction.
Measure the effectiveness of your different forms of self-service articles and guides.
By leveraging the ability to see:
- Structured and unstructured feedback
- Which self-service guides led to resolutions or escalations
- And which guides were most and least viewed
You can learn how to better improve your content.
See what terms customers are searching for and if those searches come up empty.
Create new content to close any gaps or update search tags to help existing content show up in more results.
Testing & optimization
Continuously improve the user experience through testing and optimization.
By testing and discovering why your contacts are happening, you can optimize by filling any content gaps to best prevent contacts from happening.
With self-learning, capture data from all interactions and apply resulting insights to personalized experiences across all of your self-service material.
The system learns from user behavior which content delivers the best outcomes.
It then automatically tunes its intelligent self-service recommendations to ensure the right content, self-service transactions, and best contact options always rise to the top.