A top priority for any customer support team is reducing the number of incoming tickets. When ticket volume increases, it can strain your agents and cause frustration for customers. A business can use many tactics to reduce support tickets, including better onboarding and proactive communication. While those tactics can be preemptive, they won’t make a dramatic difference in ticket volume.
Instead, companies are leveraging ticket deflection as a model to encourage self-service to customers. That can involve several components, including searchable knowledge bases, FAQs, and chatbots. To execute and maintain such a model and for it to be a success for agents and customers, you’ll need the right strategy and technology.
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