Self-Service rate

What is self-service rate?

This looks at the ratio of people who are able to self-serve rather than needing to talk to an agent. You want to increase this over time.

It’s calculated by comparing the number of sessions your knowledge base sees, compared to the number of cases your support team fields, within a set timeframe. This gives you a sense for how many of your customers are able to help themselves, without having to talk to your support team.

What are self-service bounce rates?

This metric refers to the frequency that visitors leave your knowledge base after visiting just one page. Measuring your bounce rate helps you to see whether users are using the content on your knowledge base effectively.

If you have a very high bounce rate it’s likely that customers aren’t able to easily find what they need and are choosing a different support channel instead.