Answer:
Alice monitors the data from this social platform to see which pages (content, material) gets the most views. When she identifies it, she knows that is the content they need to push further, as it gains the most traction in their professional audience. Since every resolved question on the platforms resembles a saving by cutting the cost from their call center customer care, it is essential to follow the metrics which would identify if the helping content is relevant.
Yes, the rewards program is a plus as it creates an incentive for content creators to produce relevant helping content. However, it should be significantly smaller than the mentioned call center savings. Otherwise, the two amounts would break-even, and it wouldn't be more cost-effective for the company.
