To deflect tickets, we need to automate as much as possible to free up valuable company resources and provide self-help resources for immediate resolution to their would-be inquiries. Some inquiries will always require human interaction. However, a fair amount can be automated.
Think of a ticket as inbound communication to your business with a request for something. It could be a simple product inquiry or number of other mundane questions such as hours of operation, user manual, replacement parts, order tracking, warranty, reservation, appointments, etc.
The point is that each ticket adds up and puts a dent in your staffs time.
Enter ticket deflection solutions...
Popular techniques include
Frequently asked questions (FAQ) section on your website providing self serve answers to popular questions.
A Knowledge Base (KB) is a step up from a simple FAQ, providing information on a broad range of company topics, including step-by-step "how-to" instructions for common tasks.
A help desk generally contains all the data of a KB but with support ticketing for unanswered questions on topics not yet covered.
A website chatbot can be trained on your existing website data, such as KB or FAQ. So it can answer questions on your behalf just as a live attendant.
A Telecom chatbot works on the same premise as a website chatbot. It's trained on your existing KB to answer questions on the phone before transferring to live attendant.
Calendar automation is a great way to free up extra time. Customers simply visit a link and select a vacant time slot on your calendar. Perfect for small business solopreneurs.
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