Let’s imagine for a second that you just launched the first ever self-service site for your company. You had enough of simple requests bogging down your agents as they piled into the ticket queue. After working through the weekend, there’s now enough content on the self-service site that you feel comfortable having customers use it. But… something’s missing and you can’t figure out what it is. A few weeks later, you look at your analytics and you see customers are visiting the site, but they aren’t staying for long.