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The Many Problems of Case Deflection
- Why avoiding customers in order to save money is an unsustainable deflection strategy (page 3)
- The human side of customer support is still needed. Our studies show that 40% of Generation Z abandon a brand if they couldn’t resolve the issue on their own, while 52% of Baby Boomers would do it if they couldn’t speak to a person (Page 5)
- Agents receive feedback from customers daily. This is a ripe opportunity to introduce customers to new features, additional products that can improve the customer experience, and collect product feedback (Page 6)
- Your contact center is the digital front door of your business. Empowering your support team can improve the customer satisfaction and lead to potential revenue growth (Page 7)
- How AI-powered search enables contact center agents to measure across channels, evaluate for intent and determine key engagement metrics. (page 9)
Ebook
The Many Problems of Case Deflection
How AI-powered search can help agents measure how well content answers customer questions.
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