Case deflection could mean different things to different teams and industries. This article explains case deflection from a support team’s perspective.
For a support manager, a case is said to be deflected if a customer:
- Searches on the knowledge base > Clicks a result > Doesn’t contact support
- Tries to contact support > Finds a helpful article > Doesn’t log a ticket
- The definition could vary for other industries
Stages of Case Deflection
Stage One
Generally, organizations keep knowledge bases searchable and open to their customers so that their customers can help themselves before creating cases or seeking call support. In many cases, this approach works. The search proves out to be useful and customers find answers and never create cases or seek call support. This is called Stage 1 Deflection [highlighted in blue].
Terminology
| Term | Definition |
|---|---|
| Total Sessions | Total number of sessions |
| Search Sessions | The sessions in which at least one search was performed. |
| Click Sessions | Search sessions in which at least one result was clicked. |
| No Click Sessions | Search sessions in which no result was clicked. |
| Support Sessions | Sessions in which at least there was at least one visit to the page defined in the Support Page URL. |
| No Search Sessions | Sessions in which a user didn’t run any search. |
| Exit | The number of sessions ended. |
Formula for Stage 1 Deflection
Example
In the figure above, there are 1.2k sessions.
In 103 sessions, a user searches.
In 66 sessions, the user searches and clicks a result
In 4 sessions, the user visits the Support Page after searching and clicking a result.
In 28 sessions, the user doesn’t visit the Support Page after searching and clicking a result
So according to our formula
It can be rounded off to 60.19%, which you see in the image above.
Stage 2
In certain scenarios when customers couldn’t find anything helpful, they go to the contact support page to raise a ticket or get in touch with a support agent. On the contact support page, SearchUnify suggests relevant search results when a user starts creating a case. If a customer clicks on any article and exits without creating a case, then this is called Stage 2 Deflection. In the below picture, the path highlighted in blue is stage 2 deflection.
In the few scenarios when the customers cannot find help, they usually go to a contact support page to raise a ticket or get in touch with a support agent. On the contact support page, SearchUnify suggests relevant search results when a user starts creating a case. If a customer finds a link and leaves, then this is called Stage 2 Deflection. In the above picture path highlighted in blue is stage 2 deflection.
Related Enable Case Two Stage Deflection
Terminology
| Term | Definition |
|---|---|
| Case Creation Sessions | Sessions in which at least one case was logged. |
Formula for Stage 2 Deflection
For example, in the above picture:
There are 90 Support sessions.
In 42 sessions, users perform a search and click on a result.
In 0 sessions, users leave the Support Page without submitting a case (after searching and clicking a result), as highlighted in the journey. So according to our formula:
0% is what can be seen in the equation.
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