{"id":254224,"date":"2024-04-24T11:52:09","date_gmt":"2024-04-24T15:52:09","guid":{"rendered":"https:\/\/www.servicexrg.com\/?p=254224"},"modified":"2024-04-24T11:52:09","modified_gmt":"2024-04-24T15:52:09","slug":"a-framework-for-measuring-digital-interactions","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/a-framework-for-measuring-digital-interactions\/","title":{"rendered":"A Framework for Measuring Digital Interactions"},"content":{"rendered":"
The foundation for successful services relies on a company\u2019s ability to scale delivery capabilities by building effective self-help and digital engagement channels.<\/p>\n
The use of self-help and digital engagement does not diminish customer intimacy when done right, in fact there are more opportunities to build and sustain relationships virtually, freeing staff to engage in more personal ways when needed.<\/p>\n
The measure of success for Self-Help and Digital Engagement must be based on customer use, adoption and outcomes, not simply the scope of what is offered – more is not always better.<\/p>\n
Review the steps below to define or refine your self-help and digital engagement strategy and to implement necessary metrics to track performance and impact.<\/p>\n
Clearly define the goals and objectives for your\u00a0Self-Help and Digital Engagement initiatives.\u00a0 Consider the following.<\/p>\n
Establish clear goals and objectives that align with overall service business objectives.<\/p>\n<\/div>\n
Measure all customer interactions, do not over emphasize phone-centric metrics nor diminish the value of self-service or electronic interactions.<\/p>\n<\/div>\n
Make sure that transactional data and trends can be explained by behavioral data from surveys and direct customer feedback.<\/p>\n<\/div>\n
Establish metrics that can demonstrate how changes in resource allocation and focus can affect desired business outcomes (loyalty, retention, revenue, etc.)<\/b><\/p>\n<\/div>\n2. Measure the Impact of Self-Help and Digital Engagement<\/h2>\n
Use the following metrics to assure that your team is achieving your digital engagement goals.<\/p>\n
Success Metrics:<\/b>\u00a0 Transactions, Rate of Registration, Frequency of Participation, Quality of Engagement<\/b><\/p>\n<\/div>\n Success Metrics:<\/b>\u00a0 <\/b>Success Rate, Resolution, Deflection<\/b><\/p>\n<\/div>\n Success Metrics: <\/b>\u00a0 <\/i><\/b>Views, Likes, Sentiment, Affinity, Retention, Repurchase, and Recommendations<\/b><\/p>\n<\/div>\n Success Metrics:<\/b> \u00a0 <\/i><\/b>On-line case initiation (after self-help), Ratio of web support to live cases<\/b><\/p>\n<\/div>\n Success Metrics:<\/b> \u00a0 <\/i><\/b>Ratio of on-line to assisted interactions, community membership, C-SAT, Discovery and documentation of new issues.<\/b><\/p>\n<\/div>\n Now is the time to develop capabilities to respond to customers\u2019 willingness to help themselves and to build expert communities. Download The Essential Guide to Self-Service Success<\/a> for more insights about how to build and effective self-help and digital engagement capability.<\/p>\n Want to know where your self-service and digital engagement initiatives stand relative to market leaders?\u00a0 get your free, customized self-help assessment benchmark report with a 5-minute assessment<\/a>.<\/p>\nSelf-Resolve Rate<\/h4>\n
Brand affinity, Positive messaging<\/h4>\n
Frictionless Digital to Assisted Escalation<\/h4>\n
Adoption of digital channels<\/h4>\n