With your Help Center being such a core component of your overall customer experience, it is important you put in place a robust set of metrics to track the performance of your Help Center and to help identify the areas where you can provide your customers with improved self-service support.
Studies have found that your Customer Effort Score, and providing your customer with an effortless experience, is a strong predictor of future purchasing behavior and leads to greater customer loyalty.
Providing your customers with high-quality self-service support tools and resources is a crucial part of your overall customer experience. And the reason for this is simple: it’s what they want.
Measuring your CES is only one part of the story. It is important that you collect your customer feedback in a way that allows you to uncover meaningful insight and use that insight to drive overall improvement in your customer experience.