How to Calculate (and Maximize) the Value of Your Self-Service Channels


CSI: Customer Service Investigator

To ensure that your most popular articles rank when customers search in Google, you should optimize them around keywords that relate to terms other customers used to find the article. Traffic source reports in Google Analytics can show you both which articles receive the most pageviews and what keywords the visitor searched to get there. You can then plug those search terms in Google Adwords to find related terms that the article could also be optimized around.

“You should think of your self-service content as living documents that constantly need to be adjusted and optimized based on user feedback and engagement,” says SysAid Vice President of Customer Relations Joseph Zargari.

Read the article here.