Self Service Overview Dashboard
What's this for?
This shows you how well your self-service flows are working. The better your self-service, the fewer tickets your team has to handle - and customers get faster answers.
Who should look at this?
- CX Heads: Track how self-service is reducing support load and driving revenue
- Team Managers: Identify which topics need better self-service content
- Content Teams: See which articles are working and which need improvement
When to check it:
- Monthly: Review overall self-service performance and content strategy
- When support volume spikes: Check if self-service is deflecting tickets effectively
- Before creating new content: See which topics have high engagement but low resolution
- After publishing new help articles: Monitor if they're actually helping customers
What to look for:
- Which topics get lots of engagement but low resolution rates? (Need better content)
- Are customers finding answers or just getting frustrated?
- How much revenue is coming through the self-service flow?
- What percentage of customers try self-service before contacting support?
Red flags:
- High engagement but low resolution on important topics
- Self-service resolution rate trending downward
- Topics that always end up routed to human agents
- Revenue from self-service dropping
Pro tip:
Focus on the topics with high "Self Service Routed to Support" numbers - these are your biggest opportunities.
This dashboard answers: "How well are we helping customers help themselves?"