Self-Service Website key-perfomance-metrics

Key Performance Indicators for Self-Service sites.
Self-service sites target helping shoppers resolve issues and/or learn about uses of the product or service without the aid of human interaction. Self-service sites are commonly a component of another model but can stand alone. Examples : Examples are support/knowledge base sites like Microsoft Technet, Dells Support Site, FedEx.Com and etrade.com

Customer Service sites are typically inquisitive about the following metrics:

Average visits per visitor : An increase or decrease of average visits per visitor might be seen as positive or negative, depending on the site’s objectives. On the one hand, an increase is good for a governmental web site or an intranet maintained for workers, as it shows that visitors are performing many tasks, such as scheduling vacations, reading company policies, or checking on 401K plans. On the other hand, a software manufacturer may need the visits per visitor to decrease, indicating that people are finding what they need quickly.

Average page perspectives per visit : The same considerations apply here as with visits per visitor. Compare average page perspectives per visit with content groups to know if a decrease or increase in activity is good or bad.

Knowledgebase searches per visit : How simple is it for visitors to find the info they want? If some knowledgebase articles are searched quite regularly you’ll have to put better explanations into your product.

Number of 0 result questions : This represents how often a visitor searches on a term and receives 0 search results. You must add new content if visitors received nil results after querying the same or similar keywords.

Online resolution rate : This rate is the share of site visits that resolve issues online vs those that need additional help over the telephone or email.

Percentage of total support requests handled online : This info helps to identify which support options visitors are using and to what degree. If a certain option gets more attention than others, then you might consider upgrading the corresponding part of your product.

Specialized conversion rates : Conversion rates usually explore how many visitors move from one step to the following in a scenario that’s being monitored. An example of a specialised conversion rate for a self-service site : a cellular company might need to allow its purchasers to edit their general account info, change their calling plans, or download new ring tones.

Cost per sale : Represents promoting costs divided by the quantity of sales during a time period. Lower cost per sale means efficient selling and a higher net profit.

Customer purchase cost : This is marketing costs divided by the total number of orders from unique, new buyers over a period of time. If it costs a lot to obtain new customers, then you will have to retool your marketing effort.

To find out more about Key Performance Indicators for customer service or self service websites as well as other site types, visit our blog at http://blog.irazorstrategies.com

Self-Service Website key-perfomance-metrics
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