Thanks to our instant-gratification culture, self-service is the easiest way to maximize customer happiness and support efficiency. In fact, nearly half of all customers prefer finding their own answers to talking to a support agent. But how do you measure ticket deflection? How do you know what content users want? We’ve been trying to make it easy for our customers to answer these questions and know the real value of their self-service. MindTouch solves these problems with their advanced behavioral analytics which allow you see exactly what content users like, don’t like and what they want. It’s the perfect way to satisfy your users and keep ensuring you’re promoting customer success. Self-service hasn’t been this easy since the invention of self-service frozen yogurt.
Drive Customer Success with Self-Service Search Analytics
The intuitive nature of MindTouch enables users to effortlessly locate answers with minimal support department resources. The advantages of providing customers with self-service resources can’t be ignored. Customers no longer need to tie up customer support lines with questions they could more quickly discover themselves. Even the best support departments have limits and cutting down on the amount of simple, repetitive questions allows the department to focus on more complicated, infrequent issues.
Glean Powerful Insights from Your Reporting Dashboard
MindTouch Behavioral analytics allow you to identify missing and low quality content, boost SEO and focus in on specific resources with pin-point precision. Don’t wonder if users have found the information they’re looking for- Know. The following tools aid in ensuring customer success:
- Search analytics
- In-search promoted content
- Community scoring analytics
- Content aging analytics
- User activity reporting
- User Feedback
You can find more about this in the product documentation on this topic at the MindTouch Help Center.