Content strategy is dominated by marketing guidelines for measuring content success. However, customers seeking support don’t want to engage with your content–they need to find a solution and get back to work. Turn that marketing strategy upside-down! Focus on what your customers really need and want out of a support site. Learn which content metrics to focus on for an optimal self-service experience.
Customers seeking product support don’t want to browse your site, engage with your content, or contact you. Stop using marketing success indicators for your support content. Attendees will learn how to:
- Establish KPIs that improve your support experience, reduce contact volume and save you money on in-person support.
- Learn the difference between tactical metrics that help you identify improvement opportunities and success metrics that measure support effectiveness.
- Use segments in Google Analytics to monitor contact rates and content effectiveness. We’ll use examples from Autodesk’s customer service content strategy to demonstrate how we used metrics to identify improvement opportunities, reduce contact volumes, and measure the effectiveness of our support experience.