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Measuring contact deflection

edited Jul 12, 2016 2:05PM in Reporting & Analytics for B2C Service 2 comments

Content

How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a ratio of those who would have contacted support if they didn't find the answer in the knowledge base. Others suggest counting 10% of all FAQ and KB page views.

I'd love to hear how you are counting deflection in your situation!

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