Self-Service Funnel Ownership Review (Retention)

Self-Service Funnel Ownership Review (Retention)

1. 01

   Map the current self-service funnel against ticket deflection targets

   Pull support ticket volume by category and compare against the knowledge base's article views and AI assistant answer rates to identify where self-service is underperforming.

2. 02

   Audit content freshness across all indexed sources

   Check that documentation, support articles, and product specs are current; stale content undermines AI answer accuracy and erodes client trust in the assistant.

3. 03

   Review AI assistant answer quality on the top 20 recurring questions

   Run a sample of real user queries through the assistant and score responses for accuracy and completeness, flagging any that require human escalation.

4. 04

   Assess integration health with the client's CRM and support ticketing system

   Verify that the knowledge base is properly connected to the client's helpdesk so that unresolved queries flow back into the content pipeline for continuous improvement.

5. 05

   Evaluate white-label and branding consistency for agency resale

   If the platform supports white-labeling, confirm that the client's branding is applied consistently across the help center, widget, and AI chat interface.

6. 06

   Check API access and data portability for lock-in risk

   Confirm that the client can export all content and configuration data, and that the platform offers open APIs to avoid being held hostage by a single vendor's roadmap.

7. 07

   Document performance metrics and present a quarterly CX impact report

   Summarize ticket deflection rates, average resolution time, and customer satisfaction scores to demonstrate the ROI of the knowledge base to the client.