Low Stage 1 and Stage 2 deflection Causes

Question:

What are some of the causes of low Stage 1 and Stage 2 deflection?

Answer:

1. Higher ratio of no search sessions to search sessions on Stage 1
   If more users are coming on community with an intent of creating ticket, it will lead to less search traffic and less stage 1 deflection. Below steps can be adopted to increase search sessions

     a) Training users by providing search tips and sharing search benefits collaterals.
     b) Placing Search bar at a visible position
     c) Adding more number of steps to access the support form 
     d) Identifying content gaps and make more relevant articles.
   

2. Higher ratio of no clicks search sessions to click search sessions on Stage 2
   If users on the support form are not clicking the relevant results, it will cause low stage 2 deflection. To increase click sessions.

    a) Make sure relevant articles are boosted and appearing at the top 3 positions.
    b) Support form journey of users is frictionless.
    c) Content gaps are addressed.
    d) Multi Step form is implemented to maximize the click session
   

3. Lower ratio of clicks on Stage 2 than on Stage 1
   If community search experience of users is better than support search experience, proportion of clicks happening on community will be more than on support. As a workaround, plan to improve support search experience and make it comparable to community search experience so that ratio of stage 2 to stage 1 clicks increases.