Hello, guys! I'm currently studying the indirect ticket deflection that an online community can promote(Customers not e-mailing our support team, and therefore, saving resources) I'm really struggling to find some benchmarks of the percent of the lurkers that have their question answered. I'm assuming that it's something around 1% to 2%. And yes, I have no idea if this number even makes sense. What is the average percentage of lurkers that have their questions answered/problems solved? How do you guys measure it? Thanks in advance! Cheers, Daniel.
... View more