I work for a B2B SaaS company in Brazil called RD Station, and we’re currently considering to create an online community.
We’re doing some benchmarks here, and it looks like that companies like ours have some really good ticket deflection metrics.
This metric is the sum of both direct ticket deflection(Absolute number of topics answered by the community, that because of this, didn’t create a ticket on our support channel) plus the indirect ticket deflection, that assumes that some of the “lurkers” of the community are having their questions answered just by reading the topic, but without interacting with the post.
Does anyone here measure the lurkers that are having the questions answered? I assume that is a pretty easy calculation:
You just have to create an exit-intent pop-up, that asks if that person had the questions successfully answered. And then, discover the percentage.
I’m assuming that it’s something between 1~2%, but maybe it’s a lot more(or a lot less).
Thanks in advance!
Cheers from Brazil,