Popular methods for measuring case deflection include post-session surveys or automated questions confirming resolution via self-help. These confirmed signals are dependent on user participation and often offer insufficient information about the performance of your self-service portal’s case deflection capabilities.
Full Answer
How is Case deflection measured?
Popular methods for measuring case deflection include post-session surveys or automated questions confirming resolution via self-help. These confirmed signals are dependent on user participation and often offer insufficient information about the performance of your self-service portal's case deflection capabilities.
How does Case deflection work in salesforce?
The Case Deflection component searches text as it's being entered into the Contact Support Form component, and returns relevant articles and discussions. If users don't get the answer they need, they can continue with their request for support.
What is Case deflection?
Case deflection is the rate at which customers are able to find their own answers to issues that they would have otherwise called support. Essentially, they intended to submit a case, but helpful resources or content made available to them eliminated the need for live customer service assistance.
What is call deflection in Salesforce?
The practice of guiding customers to use other channels than the phone to solve customer service issues. Cheers!!! Labels: Salesforce Service Cloud Consultant Exam, Salesforce.com.
How do you calculate deflection rate?
The formula for calculating the deflection rate is D = L/R, i.e., the load (L) divided by rate (R) = deflection (D). Thus, the spring's rate of deflection will determine the amount of spring deflection that will occur. Different types of springs may have different spring deflection qualities.
What is deflection in customer service?
Call deflection is the process of reducing the number of incoming customer service calls. The goal of call deflection is to help customers get the solution they need while minimizing the load on customer service agents. When an agent is on a customer call, it takes 100% of their energy and focus.
How do you measure self-service?
Customer Experience Metrics to Measure Self-Service SuccessNet Promoter Score. On average, an American customer will tell 15 people about a not-so-pleasant service experience. ... Customer Effort Score. ... Self-Service Recontact Rate. ... Conversion Ratio. ... Case Deflection Rate.
Which solutions can be used to improve call deflection?
Create Low-Touch Customer Support Channels Another method of call deflection that also enhances brand loyalty is to create an online community where customers can support one another. Social media groups are a low-resource way of offering these interactive spaces where people can help each other in real-time.
What is Channel deflection?
Call deflection is a technique of re-routing a customer's call to an alternate channel of customer care. Contact center executives have argued over the years that call deflection is the most effective way to reduce costs by moving customers to lower cost 'digital' channels.
Attributes
The sourceType for deflection signals from the Case Deflection component is caseCreateDeflectionModal.
Examples
Custom Aura components can listen to this system event and handle it as required. For example, if the user didn’t find the content helpful the component can start another process.
