Deflection rate is a key performance indicator used in customer service and support to measure the percentage of customer inquiries or issues that are resolved without the need for human intervention. This metric is crucial for businesses looking to optimize their support processes and improve overall customer satisfaction.A high deflection rate indicates that a significant portion of customer inquiries are being effectively resolved through self-service options such as FAQs, knowledge bases, chatbots, or automated email responses. This not only reduces the workload on support agents but also provides a faster and more efficient resolution for customers.On the other hand, a low deflection rate suggests that customers are not finding the answers they need through self-service channels and are escalating their issues to live agents. This can result in longer response times, increased customer frustration, and higher support costs for the business.To improve deflection rate, businesses can focus on enhancing their self-service options, providing clear and comprehensive information to customers, and continuously analyzing and optimizing their support processes. By effectively managing deflection rate, businesses can streamline their support operations, increase customer satisfaction, and ultimately drive revenue growth.In conclusion, deflection rate is a critical metric for businesses seeking to deliver exceptional customer service and support. By understanding and optimizing this metric, businesses can improve operational efficiency, reduce support costs, and create a more seamless and satisfying experience for their customers.
