On-Demand Webinar

Why Search Insights are the Secret Ingredient in Service Success

Search is more than a tool – it’s often your customers’ first interaction with your support experience. It brings incredibly valuable insights into the voice of the customer: where they struggle, and what they’re trying to do with your products. 

Case deflection has long been a metric used to measure self-service success, but it gives you no data on the actual self-service experience.

John Goodman, VP at Customer Care Measurement and Consulting (CCMC) shares how he’s helped companies such as Salesforce and AARP to unlock the insights behind search data to improve the overall support experience.

  • Key metrics that can be obtained from search analytics
  • Key metrics (Besides Case Deflection) you should be measuring
  • 3 ways to take action on search insights
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