Case deflection has long been a metric to measure self-service success, but now it’s missing the mark. Here are three pitfalls you might be landing in if you double-down on case deflection — and how to go beyond it.
We need to rethink our approach to measuring how well our content meets customer needs.
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.
In this 10-page ebook, you'll learn:
- How drumming up grievances can actually drive revenue
- Why your contact center is a goldmine of ideas for business growth
- Just how little patience customers have for arduous support — and what that’s costing you in the long run
- And why customer service should be a two-way street — benefiting you and your customers
Case deflection and self-service are not synonymous — an AI-powered search platform helps balance the demand for DIY solutions and the very human need for assistance from real people.
Download now to learn more