Ticket Deflection

What is a ticket and why deflect it?

A support ticket is any inquiry your company receives which is handled by your staff (HR). That inquiry is utilizing valuable company resources, specifically HR time, to do one of the following:

• Answer questions (informational inquiry: hours of operation, directions)
• Provide documents (contracts, product docs)
• Schedule further action (consultation, service)

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. These include: 

• FAQ
• Help/Support Center 
• Chat Bots trained on your FAQs
• An interactive quiz to determine the correct path for assistance (in advance) before connecting to the appropriate HR.
• Custom forms for client intake
• Phone bots 
• SMS bots

Let’s discuss your pain points to see what we can automate to free up more of your resources.