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
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!
The Evolution of Support – Top Trends for 2020 and Beyond
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.
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?
Use the Forced Working-From-Home to Build a Stronger Team
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?
6 Ways to Apply AI to Technical Support
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.