Tip of the week: understanding your customers’ self-service experience

Tip of the week: understanding your customers’ self-service experience

March 24, 2014
Tip of the week: understanding your customers’ self-service experience

For the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center. With 2 out of 3 customers preferring self-service over speaking to a company representative, it’s important to know how they behave so you can make sure they can find what they’re looking for.

This tip of the week will allow you to answer questions like “when do our customers give up on self-service and submit a ticket?”, “what content is being shared on social media?” or “what content deflects the most tickets?”. These insights can then be used to refine your self-service experience and ultimately, make it easier for your customers to find answers themselves.

Head to the forums to read the latest tip of the week, and stay tuned for the final tip in the series.

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