The Many Problems of Case Deflection

Companies have been introducing friction into the customer support process. This might save you money, but it also shuts your customers out. In a time when customer retention is paramount, this is the last thing your organization should want.

What is case deflection? In simple terms, case deflection is the rate at which customers can resolve issues on their own rather than contacting the support team.
How this metric of self-service success has now become synonymous with “do not disturb”.
3 critical pitfalls. Why doubling down on case deflection is driving customers away, hurting product development and leaving money on the table.
How to measure beyond case deflection. Empower your service agents to measure customers’ search across channels, evaluate for intent and determine key engagement metrics with service analytics.
Case deflection and self-service success are not synonymous. An AI-powered search platform can help to provide answers to your customer questions.

Take a look inside

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)

Get the Free Ebook