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Blog : Self-Service Deflection Performance Trends

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Self-Service Deflection Performance Trends

By Tom Sweeny June 17, 2021

ServiceXRG's Tom Sweeny explores self-service Deflection Performance Trends from 2010 to 2020.

Customer demand for support is on the rise, with no indication of a future slowdown. Support and Success leaders universally agree: Effective self-service deflection is critical to meeting this demand. Is it working? Here’s a look at self-service deflection performance trends over the past decade.

For the past decade, reported self-service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade; in the past year (2019 to 2020) average deflection rate has dropped 3.7%.

Self-Service Deflection Performance Trends 2010-2020

(Source: ServiceXRG)

DEFLECTION TRENDS 2010 TO 2020

That stubborn 20% Self-Service deflection ceiling

There is no single reason that deflection appears pegged at 20%. This may indicate that there is a practical limit caused by the confluence of the elements that make defection possible:

  • The percent of Support issues that are known and can be adequately documented.
  • The willingness of customers to fully accept an answer without verification by a human.
  • The limits of aligning available answers to unique customer circumstances with available search, AI, and automation tools.

If we are truly going to increase deflection, then we need to address and improve all three of these factors simultaneously.

Self-Service Deflection

Maximizing the Use and Effectiveness of Self-Help and Automation

When self-service is successful it will deflect new support cases from assisted support channels and will free Support staff to focus on high-value customers and high-impact initiatives.

In this whitepaper we will:
  • Present the state of Self-Service for customer support
  • Define a method to reliably measure self-service deflection
  • Offer design considerations to enhance self-service use and effectiveness
Download Now

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