There are some important hard and soft metrics that service professionals can use to measure the effectiveness of customer self-service. Case deflection, or the rate in which customers are able to find their own answers to issues for which they would have otherwise called support or opened a ticket, comes to mind. If you know how much a prevented case costs, and can accurately measure how many such cases were deflected by self-service, you can arrive at actual savings. You can also track how people engage with self-service portal content, including web analytics and content performance. Finally, you can track customer effort score (CES) to reveal insights about the effectiveness of self-service. Learn six techniques for customer self-service success.