Today we’re kicking off a brand new series that will outline best practices for Help Center managers. These tips will help you use Google Analytics to create the best self-service experience possible for your customers.
Zendesks analytics are a great place to start. But lets face it, Google knows a thing or two about this subject. The Google Analytics service it provides has tools for everything from search analytics to ticket-deflection tracking. You can use these tools to improve your self-service option and make it easier and faster for your customers to find answers. The latest tip of the week focuses on getting off to the right start by asking the right questions, like “how many of my customers are using self service?” and “is my content relevant?”.
This is the first article in the series. It outlines how to use Google Analytics “out-of-the-box” metrics to answer questions you may have as a Help Center manager responsible for providing an effective self-service support option to your customers. Stay tuned for more!
Head to the forums to read the latest tip of the week