Fine-Tuning Ticket Deflection - Frequently asked questions
Frequently asked questions
What is ticket deflection and why is it important?
Ticket deflection is a strategy to reduce the number of support tickets by providing customers with easy access to self-help resources. By enabling customers to find solutions on their own, businesses can decrease the volume of support requests,…
How can marketing and communication promote self-help?
Effective marketing and communication are key to promoting self-help by guiding customers to your knowledge base. A well-crafted marketing plan and clear communication can direct users to online resources, encouraging them to find solutions…
What are some internal use case ideas for driving self-service?
For internal use cases, driving self-service can be achieved through various strategies. These include launching a marketing campaign with a company-wide announcement, promoting the help center in email signatures, and offering training sessions….
How can external use cases benefit from self-service?
External use cases can benefit from self-service by integrating the knowledge base into the main navigation menu and combining 'Contact Us' information with self-help resources. Optimizing search functionality and reminding customers of the…
How can help center data improve ticket deflection?
Help center data provides valuable insights into customer interactions, helping identify areas for improvement in ticket deflection. By analyzing search terms, ticket data, and user activity, businesses can create targeted content that addresses…
What role does Google Analytics play in ticket deflection?
Google Analytics offers insights into user behavior on your help center, tracking metrics like page views, session duration, and visitor demographics. These metrics help identify content effectiveness and areas needing improvement. By understanding…
How can Zendesk tickets inform self-service opportunities?
Zendesk ticket data can reveal common customer requests and contact drivers, highlighting opportunities for self-service content. By analyzing ticket trends and types, businesses can create FAQs or articles that address frequent issues, reducing…
What is the Zendesk approach to ticket deflection?
Zendesk employs a multi-faceted approach to ticket deflection, involving various teams like Customer Support, Sales, Marketing, and Customer Success. Each team contributes by educating customers, providing proactive communication, and maintaining…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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