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.