Free Guide: Ticket Deflection is the Key to Happy Support Teams
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.
In this e-book, we’ll answer:
- What is ticket deflection, and how does it work?
- How does conversational AI elevate deflection capabilities?
- What are the benefits of ticket deflection?
- What is AI’s role in customer support if self-service doesn’t resolve the customer query?