3 articles
Customer SupportA high deflection rate can coexist with high customer frustration, increasing re-contact rates, and deteriorating support gross margin. Here is how deflection rate becomes a vanity metric and what to measure instead.
Customer SupportA knowledge base is a capital investment with a measurable payback period — not a documentation project. The math behind self-service ROI depends on four variables most support leaders get wrong the first time they build the model.
Customer SupportMost deflection ROI calculations collapse under scrutiny because they count deflected tickets without accounting for deflection quality, re-contact rates, and the true cost per ticket resolved. Here is a model that survives a CFO review.