FY20-Q2 Support OKR: Improve the Customer Experience through zero contact resolution. => 50%
- Build case deflection into support portal
- Increase docs linked to tickets to 75% (from 51%)
Retrospective
Good
- Now have a manual method to measure progress to linked docs
- Initial search improvement in support portal
Bad
- No direct plan to follow to success
Try
- Better iterations on portal improvements with measurements in place and reviewed to define next iterations
Edited by Tom Cooney