Web Support Blog

September 18, 2006

Measuring Web Support Success

Filed under: Web Analytics — Chris @ 4:13 am

How does your company know if their web support is successful? Does more visitors mean it is better? Can you correlate increased web success to a reduction of support calls to your call center? Most companies do not know if their web support is successful nor can they correlate it to a reduction in support calls.

I have recently started a new assignment where I will define our organizations content effectiveness strategy. The basic idea is that better content = more successful customers. When I am done, we should be able to identify our content health and which part of the content needs the most attention.

There are two points worth expanding on from the prior paragraph: content health and which part of the content needs the most attention. First of all, content health should put information in the hands of managers that need to decide how to best allocate prescious resources. Today, most organizations only know to answer the phone — it is the only area where they can measure the value. These managers need more information so they understand when it is better to invest in content and when it is okay not to.

Hopefully, the second part is obvious. The fact is, there is more to support content than just writing a few articles or FAQs. Just remember this for now — no matter how good the content is, if users cannot find it, then it is useless.

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