TSIA and Coveo
Measuring Case Deflection and Self-Service Success
Duration: 30 minDuring 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