What is a ticket deflection?
Ticket deflection is a term used when a company utilizes the Customer Portal or Knowledge Base to provide customers with answers, even when their agents are offline. Knowledge Base is the perfect way to reduce load of tickets – the most common questions can be answered in a FAQ section or in any other category that the company creates.
This can be very useful because customers can also find the history of these issues and find solutions on their own. It’s especially useful in simple issues handled via it ticket systems, where the user can see the exact steps for solving a specific problem in the knowledge base. Knowledge Base is completely customisable and adaptable to the company needs.
Learn more about how your company can benefit from using Customer Portals and Knowledge Base.
Frequently asked questions
What is the definition of a ticket deflection?
Ticket deflection means that as a result of your company's use of the customer portal or knowledge base, the reduced number of tickets is sent to customer service agents. Ticket deflection ratio or Self-Service Score is the total number of customer self-service interactions divided by the total number of users who submitted support tickets. The higher the better.
How can you perform ticket deflection?
To ticket deflection, the company must maintain a customer portal or knowledge base. Then clients receive responses even when agents are offline. This is a great way to reduce incoming calls, especially if they are related to frequently recurring issues and questions.
What are the advantages of a ticket deflection?
The higher the ticket deflection ratio, the better. This means that the knowledge base or customer portal has enough substantive knowledge and the customer can solve the problem on his own, without the need to contact the service.
Expert note
As a call center and help desk specialist, I believe that ticket deflection is a vital aspect of customer service. Providing self-service options and a robust knowledge base can empower customers, leading to less reliance on support teams and improving overall satisfaction.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
A ticketing system is a tool that organizes and manages customer service requests to improve efficiency, prioritize tickets, and provide real data insights. Features of LiveAgent ticketing software include a universal inbox, hybrid ticket streams, clickable ticket IDs, CRM integration, agent collision detection, automated ticket distribution, SLA management, tags and filtering, private notes, ticket splitting and merging, internal chat and call, automation rules, reporting, and gamification. LiveAgent can connect with various communication channels to generate support tickets automatically. Customer testimonials praise LiveAgent for its ease of use, reliability, and cost-effectiveness.
A helpdesk is a department within a business that focuses on serving customers and end-users by providing information, support, and assistance. Helpdesk software functions as a ticketing system that connects with various communication channels, and offers automation, data analysis, and reporting. Helpdesks are used by B2B and B2C businesses in all industries, and eliminate problems such as lost, unanswered, or forgotten tickets, delayed responses to tickets, and lack of responsibility. Benefits of using a helpdesk include improved customer satisfaction, engagement, retention, and sales, as well as improved agent productivity and reduced stress and burnout.