The Deflection Gap

The Deflection Gap is the difference between the Usage Rate of self-service resources and the Resolution Rate of issues solved without direct support from assisted resources.

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives. If you have a high deflection gap – your self-help services are underperforming. A Deflection Gap can be caused by three primary factors.

Content

• Often, the content required to answer questions either does not exist, cannot be found, or is incomplete. This is the most common reason for the Deflection Gap, occurring 40% of the time.

Comprehension

• Lack of deflection occurs when the content found cannot be understood by the user, usually because it is not well aligned with the skills or expertise of the intended audience. This accounts for 29% of the Deflection.

Confidence

• Customers may find helpful resources but lack the confidence to apply this information without the validation of an expert. This factor drives 31% of the Deflection Gap.

For more insights and guidance on optimizing your customer support strategies contact ServiceXRG.