{"id":251669,"date":"2023-02-17T00:00:00","date_gmt":"2023-02-17T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/self-service-deflection-performance-trends\/"},"modified":"2023-05-04T12:12:40","modified_gmt":"2023-05-04T16:12:40","slug":"self-service-deflection-performance-trends","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/self-service-deflection-performance-trends\/","title":{"rendered":"Self-Service Deflection Trends 2012 – 2022"},"content":{"rendered":"
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Customer demand for support is on the rise, with no indication of a future slowdown. Support and Success leaders universally agree:\u00a0Effective self-service deflection<\/a>\u00a0is critical to meeting this demand. Is it working? Here\u2019s a look at self-service deflection performance trends over the past decade.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has sloped down slightly.<\/p>\n

Self-Service Deflection Performance Trends 2012-2022<\/h3>\n

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(Source: ServiceXRG)<\/p>\n

That stubborn 22% Self-Service deflection ceiling<\/h2>\n

There is no single reason that deflection appears pegged at about 22%. This may indicate that there is a practical limit caused by the confluence of the elements that make defection possible:<\/p>\n

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  • The rate that known issues are adequately captured and presented as reusable knowledge.<\/li>\n
  • The willingness of customers to fully accept an answer without verification by a human.<\/li>\n
  • The limits of aligning available answers to unique customer circumstances with search, AI, and automation tools.<\/li>\n<\/ul>\n

    If we are truly going to increase deflection, then we need to address and improve all three of these factors simultaneously.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.<\/p>\n","protected":false},"author":4,"featured_media":253398,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,50,14],"tags":[69,37,90,33,57],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251669"}],"version-history":[{"count":14,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669\/revisions"}],"predecessor-version":[{"id":253796,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669\/revisions\/253796"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/253398"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}