Include links to relevant help articles on complaints page
About 60% of customers navigate to the online complaints page direct from google and will not have looked at any relevant help articles. Many that go onto submit a kana complaint form have technical queries that could have been helped by looking at help articles.
About 40k customers visit the page per month, with 8k calling and about 12k submitting kana complaint form. Deflecting 10% of these customers could save up to £200k per year.