Blog : Deflection : Page 2
9.3.21 Read Time: < 1
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:
8.27.21 Read Time: < 1
Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …
8.20.21 Read Time: < 1
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
8.13.21 Read Time: < 1
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
7.15.21 Read Time: 4 Mins
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …
7.8.21 Read Time: 2 Mins
A successful Support strategy does not treat Self-Service as a deflection tool. This article reframes Self-Service as a critical enabler of scale, customer success, and long-term business impact.
7.1.21 Read Time: 2 Mins
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
3.24.21 Read Time: 3 Mins
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition …
10.2.20 Read Time: 3 Mins
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …
2.24.20 Read Time: 3 Mins
Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.
4.28.02 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
