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I realize this is highly contextual and depends on a host of factors, but I'm wondering if there are some rough benchmarks against which I might compare our Help Center's SSRR. Is there an industry standard, e.g., or a number that Intercom uses internally to give customers a target to aim for? At Lessonly by Seismic, we've achieved a SSRR of roughly 87% YTD, which seems very good to me! But again, I have no basis for comparison.

Also interested in "article resolution rate" figures, if you're willing to share them with me.

Posting an explanation that was shared with me by an Intercom support agent, in case anyone else finds it helpful or reassuring:

 

"We don’t have a specific definition for a “good” rate, because it varies so much company to company! For example, some companies handle a lot of straightforward, non-technical questions that can be resolved within minutes (or a single reply) and so they have a higher self-serve rate, encouraging users to find those answers on their own. Whereas other companies (like Intercom!) handle a lot of detailed and technical questions that a simple doc or bot answer won’t be able to resolve, and so there’s a lower % of conversations that can be resolved self-serve".

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