Continuous Measurement of Success

Smart Link continuously measures the success and efficiency of your self-service solution. That means you are always able to answer questions such as: 

  • How frequently is the system used by end users?
  • How many queries could they solve on their own without the assistance of a member of the IT support staff?
  • How many queries were forwarded to IT support by means of a chat, by a request to be called back or by a ticket?
  • Which documents in the knowledge base are used frequently or not at all?
  • How many tickets were resolved directly by chat?

The reporting functions enable constant monitoring of success and pinpointed optimization of your self-service offering.

Reporting

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