The ROI of Docs: Measuring Deflection and Activation
In today’s digital-first world, documentation has grown into a powerful strategic asset. It’s no longer just a reference point for customers looking to understand a feature — it’s now a critical driver of customer satisfaction and operational efficiency. This shift has led companies to evaluate the return on investment (ROI) of their documentation portals more seriously. Two dominant metrics emerge when calculating that ROI: deflection and activation.