Post implementation reporting and expectations
Estimated reduction in calls to business
Estimated AHT change (as more simple tasks are handled online)
Updates to training? (i.e. - new hire based on new call mix)
Partnership with Marketing for self-service promotion?
Customer rewards for self-service?
Overall usage trends
Tagged only for existing self-service features
Cost savings - Prevent future chats from same customer by showing them how to do it themselves
Cost Impact - Force customers to call for non-self service features
Cost Savings - Eliminated calls
Reporting for identifying and prioritizing most self-service requests
Document upload portal (scans, screenshots, pictures)