Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI
Inbenta
FEBRUARY 20, 2020
Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contact
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