A way to measure % of customers deflection for Guide


6 Commentaires

  • Commentaire officiel
    Orsolya Forster
    Zendesk Product Manager

    Hi Eric Norris,

    Providing self-service success and ticket deflection analytics is our next big feature in Guide reporting. These metrics are currently missing from the Guide dataset in Explore, but it's certainly on our roadmap to extend the reports with sessions, so the Explore reports can give you all the information you need in one place.
    I'll update this thread once I can share more details about the roadmap.


  • Imran Haji

    Hi Orsolya Forster

    Thank you for your message. Is there any news on the roadmap?


  • Orsolya Forster
    Zendesk Product Manager

    The new dataset is planned to GA in the second half of the year (Q3/ Q4). I'm marking this thread as "Planned" and will update once I have a more precise due date.


  • Stephan Plockhotnov

    Eric Norris Imran Haji

    We have already developed our own dashboard for the help center. We measure the readability of our articles (do customers read it to the end or just scroll it or even just bounce), what articles trigger customers to open tickets, etc.

    Let me know if you find it interesting for you!

    Cheers, Stephan

  • Eric Norris

    Hi Stephen,

    I do find that interesting. I am curious what metrics you use to be able to do that type of reporting.


  • Stephan Plockhotnov

    Eric Norris we used google analytics+some our own additional scripts and then displayed it on dedicated webpage for convenience http://hcpm.tilda.ws
    You can have a look and give your feedback)


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