{"id":15337,"date":"2023-06-15T14:30:39","date_gmt":"2023-06-15T14:30:39","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=15337"},"modified":"2023-06-15T14:30:39","modified_gmt":"2023-06-15T14:30:39","slug":"ticket-deflection","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/ticket-deflection\/","title":{"rendered":"Ticket Deflection: A One-Way Ticket To Customer Satisfaction"},"content":{"rendered":"\n

Nowadays, everyone wants to improve customer experiences in whatever way they can. In this business landscape, the concept of <\/span>ticket deflection <\/b>is very useful. Ticket deflection is all about giving everyone the answers they need while conserving a company\u2019s most valuable resources. <\/span><\/p>\n\n\n\n

This article will explain how ticket deflection can improve overall customer satisfaction. We\u2019ll start by defining ticket deflection and explaining the main benefits. Then, we\u2019ll look at some important examples of ticket deflection. Before finishing, we\u2019ll take a quick look at the risks of ticket deflection as a method of customer service. <\/span><\/p>\n\n\n\n

Building a company around <\/span>customer centricity<\/span><\/a> is good news for everyone. But globally, customer service is on the decline. In the UK, for example, research from the <\/span>Institute of Customer Service in 2022<\/span><\/a> shows year-on-year declines in overall customer satisfaction. <\/span><\/p>\n\n\n\n

Ticket deflection could be the technique that makes a difference for your company. Let\u2019s see how it can work out. <\/span><\/p>\n\n\n\n

What is ticket deflection? <\/span><\/h2>\n\n\n\n
\"What<\/figure>\n\n\n\n

Ticket deflection<\/b> happens when customer inquiries are resolved without needing them to open a support ticket. <\/span><\/p>\n\n\n\n

Support tickets can be annoying. Once a support ticket is opened, the company must resolve problems using valuable staff time. If customers can solve their inquiries through other channels, the customer service team will be able to focus on the most challenging customer inquiries. <\/span><\/p>\n\n\n\n

At its heart, ticket deflection aims to empower customers to find answers independently. In today\u2019s connected world, vendors can take responsibility for their choices\u2014FAQs, community forums, chatbots, or automated systems that provide relevant information and assistance to customers. <\/span><\/p>\n\n\n\n

By deflecting tickets, organizations can streamline support processes, improve customer satisfaction, and allocate resources more efficiently.<\/span><\/p>\n\n\n\n

How ticket deflection improves<\/span> customer service <\/b><\/h2>\n\n\n\n

Ticket deflection can significantly improve customer service in several ways. <\/span><\/p>\n\n\n\n

By providing customers with self-service resources, such as knowledge bases or FAQs, they can find answers to their questions or solutions to common issues without waiting for a support representative. This leads to<\/span> faster resolution times<\/b> and reduces customer frustration.<\/span><\/p>\n\n\n\n

Self-service options for ticket deflection are typically <\/span>available 24\/7<\/b>, allowing customers to seek assistance at any time that suits them. This improves customer convenience and reduces the need to wait for business hours to contact support.<\/span><\/p>\n\n\n\n

Ticket deflection reduces the overall volume of support tickets, freeing customer service representatives to focus on more complex or urgent inquiries. This <\/span>reduces wait times<\/b> for customers who do need direct assistance, leading to improved satisfaction.<\/span><\/p>\n\n\n\n

Ticket deflection empowers customers to find answers independently, fostering a sense of <\/span>self-sufficiency<\/b>. Customers feel freedom and gratification from their investments, leading to satisfaction and confidence in the company.<\/span><\/p>\n\n\n\n

Customer service teams can allocate their resources more efficiently by deflecting a significant number of routine and repetitive tickets. This allows them to focus on more critical or specialized customer inquiries and provide more personalized support.<\/span><\/p>\n\n\n\n

Overall, ticket deflection can result in<\/span> cost savings<\/b> for companies by reducing the number of support staff required to handle customer inquiries. With fewer tickets, companies can optimize their workforce and allocate resources to other areas of the business.<\/span><\/p>\n\n\n\n

Ticket deflection in action: key examples <\/span><\/h2>\n\n\n\n
\"Ticket<\/figure>\n\n\n\n

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All things considered, it\u2019s no wonder that customer service bosses want to deflect customer service tickets. <\/span><\/p>\n\n\n\n

Every deflected ticket helps the team to work better. And every time non-ticket customer support is a success, customers feel valued like never before. <\/span><\/p>\n\n\n\n

So what can you do to improve your rate of successful ticket deflection? Here we will look at a few key examples: FAQs, Chatbots, glossaries, social media, and community forums. <\/span><\/p>\n\n\n\n

If you get these right, you can deflect tickets left, right, and center. <\/span><\/p>\n\n\n\n

FAQs <\/span><\/h3>\n\n\n\n

Let\u2019s start simple: a good old-fashioned FAQ. <\/span><\/p>\n\n\n\n

FAQs provide a readily accessible resource for customers to find answers to common questions. By compiling a comprehensive list of frequently asked questions and their answers, customers can quickly self-serve and find solutions without contacting support. This reduces the volume of incoming tickets, speeds up query resolution, and empowers customers with the information they need. <\/span><\/p>\n\n\n\n

Chatbots <\/span><\/h3>\n\n\n\n

Chatbots improve ticket deflection in customer service by providing instant assistance, self-service capabilities, and intelligent routing. They offer 24\/7 availability, personalized solutions, and proactive engagement, empowering customers to find answers and resolve issues independently. Chatbots reduce the overall ticket volume, streamline support processes, and enhance customer satisfaction by effectively addressing common queries and triaging tickets.<\/span><\/p>\n\n\n\n

Glossaries <\/span><\/h3>\n\n\n\n

A glossary gives customers a centralized repository of common terms and their definitions. It offers a single reference point for the industry-specific or technical terms that customers might encounter in support documentation or knowledge bases. <\/span><\/p>\n\n\n\n

When customers encounter unfamiliar terms while seeking help, they can refer to the glossary for quick clarification, reducing the need to open a support ticket solely to inquire about definitions. <\/span><\/p>\n\n\n\n

Social media and non-company channels <\/span><\/h3>\n\n\n\n

A <\/span>2022 Gartner overview<\/span><\/a> predicts that by 2025, 60% of customers will seek answers through third-party sources.  In their view, companies should be ready for \u201cexpanded paths to resolution – Reddit, YouTube, Twitter, even TikTok. As such, customer service should actively offer useful and accurate content in those channels. <\/span><\/p>\n\n\n\n

\"A<\/figure>\n\n\n\n

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Community Forums <\/span><\/h3>\n\n\n\n

Community forums help customers to engage with each other and share knowledge. Customers can ask questions, provide answers, and share experiences, creating a collaborative environment. By leveraging the community’s collective wisdom, customers can often find solutions to their queries without opening support tickets. <\/span><\/p>\n\n\n\n

Digital adoption platforms<\/span><\/h3>\n\n\n\n

Digital adoption platforms<\/span><\/a> (abbreviated to DAPs) are a great method of ticket deflection for software support requests <\/span>within<\/span><\/i> a company. Among the many services that DAPs offer, they can give users walk-throughs and in-app guidance. Such clear advice can resolve most queries without raising a ticket. <\/span><\/p>\n\n\n\n

The risks of ticket deflection <\/span><\/h2>\n\n\n\n

Let\u2019s just take a moment to pause. Ticket deflection is a logical move for customer service. Surely it\u2019s always good – right? <\/span><\/p>\n\n\n\n

Ticket deflection is good when it works. But your strategies need to be effective. <\/span><\/p>\n\n\n\n

If\u2026 <\/span><\/p>\n\n\n\n