Measuring Case Deflection and Self-Service Success

During this webinar, Coveo’s KCS expert, Jennifer MacIntosh, and TSIA’s VP of Customer Success Research, Judith Platz, highlight the difference between case deflection and self-service success, and show you a more precise approach that can help you:

  • Track and measure both confirmed and assumed case deflections using signals of self-service success
  • Establish baseline measurements to benchmark your progress
  • Move the needle on case deflection by creating a virtuous cycle of improvement

Back to the on-demand webinars

Measuring Case Deflection and Self-Service Success

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