Observe your self-service performance in real-time. Understand your user's journey better with user activity tracking and interactive flows. Unearth the gaps in your content strategy and improve.
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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.
Leverage the ability to see:
See what terms users 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.
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.
Receive automatically tuned intelligent self-service recommendations to ensure the right content, self-service transactions, and best contact options always rise to the top.
Understanding where your users get stuck, what they search for, how they engage with your content, what they find and don't find, where they abandon self-service flows, and in what context they ask for additional assistance from customer support is key to how you improve.
Receive valuable insight into what users want and what their underlying reasons for abandonment and escalation are. Track shifting customer needs, feedback, and self-service rates to quickly design, update, or curate new flows and content.
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