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Sherri Anderson
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by Sherri Anderson
Sherri Anderson commented,
Excellent article, very helpful!
View comment · Posted Apr 04, 2019 · Sherri Anderson
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Sherri Anderson commented,
Thank you so much, worked perfectly!
View comment · Posted Mar 01, 2018 · Sherri Anderson
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Sherri Anderson commented,
Well .... that was a little too easy. *blush
Thank you so much for your help! Worked perfectly!
View comment · Posted Feb 23, 2018 · Sherri Anderson
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Sherri Anderson created a post,
I have three headings in our Help Center that I would like to change. Two of them are on the article pages:
Related articles
Recent articles
I just want to change the case so both words are capitalized:
Related Articles
Recent Articles
Also on the search results page I want to change
Knowledge base
to
Knowledgebase
I cannot for the life of me figure out how to do it, can anyone help me out?
Posted Feb 23, 2018 · Sherri Anderson
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Sherri Anderson commented,
That's easier for us here because we don't really take phone calls and any voicemails that do come in are converted to tickets. If you record the number of incoming calls and incoming chats, which you must somehow. Why not just take those numbers, add those together and use the self-service score like this?
Self-service score = Total users of your help center(s) / (Total users in tickets + Total users in chat + Total users in calls)
I wouldn't include people who call in or submit a chat as people who tried to self-serve though.
View comment · Posted Feb 14, 2018 · Sherri Anderson
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Sherri Anderson commented,
Great article, lots of VERY useful information.
View comment · Posted Feb 13, 2018 · Sherri Anderson
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