Every business wants to reduce the time it takes to send a first-response to a customer along with reducing the number of support tickets they have to handle. This is a paradoxical situation, where the more tickets you have, the more people you need to handle them. This is where ticket deflection comes into picture.
Ticket deflection is a customer support strategy that reduces incoming support tickets. Instead of waiting for an agent, customers find answers using FAQs, knowledge bases, AI chatbots, and community forums.
Ticket deflection platforms like FeatureOS helps you increase the number of self-service resources for the customers, gives pre-defined answers for common issues, and reduces the number of tickets you have to handle.
Benefits of Ticket Deflection
A well-implemented ticket deflection strategy can provide easy-to-access self-service resources to customers. This not only reduces the burden on support teams but also enhances customer satisfaction by offering immediate solutions to the common issues.
Companies leveraging ticket deflection benefit from improved efficiency and streamlined operations, ultimately leading to cost savings and better customer relationships.
- Reduce Support Volume: Lightens the workload so teams focus on complex cases.
- Faster Response Times: Provides instant solutions without agent help.
- Boost Customer Satisfaction: Ensures easy access to answers anytime.
- Lower Operational Costs: Cuts time and effort spent on repetitive tickets.
- Improve Efficiency: Reduces ticket backlog and keeps teams focused.
Common Methods of Ticket Deflection
Businesses use several techniques to deflect tickets:
- Knowledge Bases: Organized help centers with guides and troubleshooting tips.
- AI-Powered Search: Google-like search for quick, relevant answers.
- Chatbots and AI Assistants: Automated tools that provide instant responses.
- Community Forums: Customers help each other by sharing solutions.
- Contextual Help: In-app tooltips and guides offer real-time assistance.
- Automated Workflows: AI-driven systems suggest answers before ticket submission.
Top Three Ticket Deflector Platforms
Three leading platforms that enhance ticket deflection:
- FeatureOS - A ticket deflector using AI which comes with a self-service knowledge base, deep analytics, and a Google-like search experience. Uses machine learning to suggest answers before ticket creation. You can try to new Google-like search experience here.
- Freshdesk - AI automation, a user-friendly knowledge base, and chatbot integrations.
- Intercom - AI chatbots, automation, and an extensive self-service library.
How FeatureOS AI-Powered Knowledge Base Enhances Ticket Deflection
FeatureOS makes ticket deflection more effective with an AI-powered knowledge base designed for quick, intuitive search.
Also read: Optimize your knowledge base articles for AI
Here’s a quick example of how FeatureOS Knowledge Base works:
1. AI-Powered Search for Instant Answers
FeatureOS AI-driven search delivers instant, relevant content. It understands intent, context, and common misspellings. Since the search workflow is very similar to how people search on Google, it’s easy to use with no learning curve for your customers.
With AI-powered search on top of your knowledge base articles, you are guaranteed to deflect tickets by providing instant answers to your customers in a way they can understand.
2. Comprehensive Knowledge Base with SEO Optimization
FeatureOS Knowledge Base comes with some of the most delicate features that are simple to use. With options to automatically add SEO-friendly tags to your articles, suggesting you with enhancements to improve the search experience, and more, you can cut down paying for an expensive SEO agency or tool to get the same results.
3. Real-Time Insights to Improve Support Content
Once you publish your Knowledge Base, site back, relax, and watch your support tickets reduce. Even better, all the analytics for you about yoru knowledge base articles are in one place, and they update in real-time.
4. Seamless Integration with Feedback and Roadmaps
We believe that you need to have one tool for most of your post-launch activities. This is why we have integrated FeatureOS Knowledge Base with your feedback boards, support boards, and so much more.
Anywhere your customers give you feedback, they automatically get the closes response from your knowledge base, and they can track the progress of their feedback as well.
FeatureOS is one simple ecosystem of tools for products after launch with one simple pricing.
These tightly integrated features allows you to reduce the number of tickets you have to handle by a huge margin, hence enhancing your targeted ticket deflection strategy.
5. Customizable and Scalable for Any Business
Since FeatureOS comes with flexible branding, access controls, and support tool integrations makes it easy to customize and scale for any business. This is particularly useful for businesses that have multiple products, need to manage multiple teams, and handle millions of customers.
What actions can you take?
We built FeatureOS Knowledge Base to solve exactly this problem for businesses like yours. Since FeatureOS is a suite of tools for products after launch, customer-engaging activities like feedback collection, sharing roadmaps, publishing release notes, and more are already in place for you.
You can start using FeatureOS Knowledge Base to reduce the number of tickets you have to handle. Sign up for a free trial and start deflecting tickets today.