Dear Moz Friends,
We are trying to calculate SEO ROI for our customer support website driven by Self-Help documents, Support Videos, and path to contact our Live Support. We would like to collect your valuable thought/inputs on how to better calculate support website SEO ROI.
A typical customer journey scenario:
-
Customer searches for a solution to a problem with our product in Google/Yahoo/MSN
-
Customer then clicks our link in the SERPs that addresses his/her current problem
-
Customer lands on the link, reads the fix/solution and does one of the five below-mentioned actions
- a) Customer resolves the problem and clicks the ‘Yes’ button to notify us is he is satisfied. Eventually, the customer leaves our support website.
- b) Leaves the website as a result of resolving the problem without clicking the Yes or No button.
- c) Customer does not resolve the problem and clicks the ‘No’ button to notify us that the problem persists even after he/she tried to fix the problem using the support/help document. Then customer might contact us using the contact button (when takes them to Live-help options page).
- d) Customer clicks the ‘Contact Us’ button to contact our live support agent either via chat or phone, who will help resolve the issue.
- e) Searches using the Internal Search, if the link doesn’t seem to solve his/her problem and can hop onto other support documents.
Note: The website is purely for support. We currently do not cross-sell, or up-sell, or do any marketing activity like conversion, etc.
Please share your thoughts and help us figure out the ROI formula for our efforts. Let me know if any questions.
Thanks,
Norton Support SEO team.