Measuring Response Rate in Self-Service Channels
How can I measure the response rate in my self-service channels?
Measuring the response rate is crucial for evaluating the success of your self-service channels. The response rate is the percentage of questions in your community that receive a response. Ideally, you want this rate to be 100 percent.
In Zendesk, you can sort questions in your community to see which ones don't have answers. If a question doesn’t receive a response from the community within a certain amount of time, an agent can move the question to a ticket so that the team can intervene. This ensures that every question gets an answer, maintaining customer satisfaction and loyalty. For more details, check out the originalZendesk article.
More related questions
What metrics should I track to identify popular topics in my self-service channels?
To identify popular topics in your self-service channels, track page views and 'likes' on your Knowledge Base articles or forum answers. These metrics help you understand which topics are most engaging to your users. In Zendesk, you can enable…
How can I optimize my self-service content for search engines?
Optimizing your self-service content for search engines ensures that users can easily find your articles. Start by identifying the keywords users commonly use to find your content. Use Google Analytics to see what keywords were used when your page…
What should I do if there's no growth in my self-service channel activity?
If there's no growth in your self-service channel activity, it might be time to create new content. Metrics like page views, likes, new users, and new topics should show growth over time. Calculate your self-service score by dividing the total…
How can I ensure my most popular articles are easily found by users?
To ensure your most popular articles are easily found, make them prominent on your community homepage and optimize them for search. You can manually choose which articles to show on the homepage as Promoted articles. Organize these articles into…
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