Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand.

By Tom Sweeny, CEO, ServiceXRG and Member of the ASP Executive Advisory Board

Deflection Defined

Deflection is the rate that automated and self-help resources satisfy service demand that would otherwise be handled by assisted service staff.  The average rate of case deflection within the technology industry is 23%.  For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.  The attainable rate of deflection is highly dependent upon factors such as the maturity and complexity of a product, the skills of the users, and the quality of tools and content provided by the service provider.

It is easy to overstate the impact of self-help, community and service automation by equating its overall effectiveness with a direct impact on assisted support.  Many issues may be resolved through self-help and automated means yet not all are destined for or entitled to resolution through assisted support channels.  For a case to be deflected it must meet the following criteria:

  • The customer submitting the case must be entitled to assisted support.
  • An issue must be successfully resolved.
  • The customer submitting the case requires no further action from assisted support resources to validate or clarify the answer provided through self-help or automated means.

Implementing a Deflection Metric

Using an accurate measure of deflection is imperative for establishing the true impact self-help and service automation resources have on assisted support demand.  The inputs describe above are stringent, yet necessary.  If you require any assistance in defining and implementing a proper deflection metric please contact ServiceXRG for assistance.

Related Posts

Customer Success + Support: A Natural Partnership

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

ASP Announces Best Support Websites of 2020

Al Hahn Executive Director ASP Best Support Websites of 2020 Announced ASP has held a support website competition for the past 22 years. Each site is judged by five independent judges who have been vetted for relevant experience. They score websites in 22 areas. This year the top five are listed below. Top Five Scoring Websites (In Alphabetical Order) Ivanti NetApp

3 Questions to Ask–and 3 Ways to Improve Your Surveys Today!

Have you ever wondered if those surveys companies relentlessly send are missing the point? You’re right. Most surveys are so flawed they’re broken. In this post, I’ll look at three ways to improve your surveys—because if flawed surveys are everywhere, possibly yours have a few problem areas too!

Changing Expectations of Support

People are far less willing to “go somewhere” on the web to get support. They expect it to be where they are. You might think it’s unfair, but if a user today is having a problem (especially in a mobile experience), they are very unlikely to go to your website, navigate to support, log in, and only then engage with you.

ASP Best Support Websites Replaces the Top Ten

Think of challenging times as a chance to build a stronger team. Going through tough times together, if done well and successfully, bonds team members together, quickly and deeply. This is your chance as a leader. How do you do that?