Ticket Deflection
Ticket Deflection
Communication
The practice of resolving customer inquiries before they become support tickets, through self-service, FAQs, or automation.
What is Ticket Deflection?
Ticket deflection resolves customer issues before they require human agent intervention. Effective deflection reduces support costs while maintaining customer satisfaction.
Deflection methods:
- AI chatbots for common questions
- Self-service knowledge base
- FAQ and help center
- In-app guidance and tooltips
- Community forums
- Video tutorials
Measuring deflection:
- Deflection rate = Issues resolved without ticket ÷ Total issues
- Cost savings = Tickets deflected × Cost per ticket
- Monitor CSAT to ensure quality
Why Ticket Deflection Matters
Effective ticket deflection reduces costs while providing faster customer resolutions.
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