Introduction

Richpanel's Self Service Performance Report provides valuable insights into the effectiveness of your self-service flows. This report illustrates the portion of customer queries resolved through self-service and the impact on overall customer support efficiency.

Prerequisites

Reports breakdown

Step 1: Accessing the Self Service Performance Report

1. Sign in to your Richpanel dashboard.
2. In the main menu, click on 'Reports' to expand the options.
3. Select 'Self Service Performance' from the list to view the report.

Step 2: Reviewing Self-Serviced Conversations

1. At the top of the report, you will see a pie chart indicating the percentage of conversations automatically resolved by self-service.
2. The chart breaks down the self-serviced conversations into categories such as 'Resolved, customer closed', 'Resolved, customer left', and 'Routed to support'.

Step 3: Understanding Conversation Breakdown

1. Below the pie chart, observe the conversation breakdown bar chart, which compares the total conversations with those resolved through self-service and routed to support staff.
2. This visual helps identify the volume of queries handled independently by customers, reducing the load on support agents.

Step 4: Analyzing Revenue From Self Service

1. Note the 'Revenue from Self Service' metric, which quantifies the financial impact of self-serviced conversations.
2. Use this information to gauge the return on investment of your self-service portals.

Step 5: Evaluating Self Service Flow Conversion

1. Check the 'Flow That Converted' statistics to see the number and percentage of self-service interactions that resulted in a sale or desired action.
2. The 'Median Time to Convert' provides insights into the efficiency of your self-service system in facilitating customer decisions.

Step 6: Exploring Self Service Breakdown

1. Examine the 'Self-service Breakdown' section for specific data on different self-service options like 'Order FAQs' and 'General FAQs'.
2. Evaluate which self-service options are most utilized and have the highest resolution rates, aiding in continuous improvement.

Conclusion

The Self Service Performance Report is a critical tool for understanding and enhancing the customer's autonomous support experience. It helps in allocating resources effectively and improving the self-service system for better customer satisfaction and efficiency.

On this page

• Introduction
• Prerequisites
• Reports breakdown
• Step 1: Accessing the Self Service Performance Report
• Step 2: Reviewing Self-Serviced Conversations
• Step 3: Understanding Conversation Breakdown
• Step 4: Analyzing Revenue From Self Service
• Step 5: Evaluating Self Service Flow Conversion
• Step 6: Exploring Self Service Breakdown
• Conclusion