AP-226 · Question #52
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
The correct answer is A. Case Volume Deflection Rate. The Case Volume Deflection Rate is the key performance indicator that would effectively measure cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs…
Question
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Options
- ACase Volume Deflection Rate
- BCustomer Effort Score (CES)
- CNumber of Knowledge Base Articles Viewed
- DWeb Chat Engagement Rate
How the community answered
(30 responses)- A90% (27)
- B7% (2)
- C3% (1)
Explanation
The Case Volume Deflection Rate is the key performance indicator that would effectively measure cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
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