Have a solid case deflection method? I wanna pick your brain!


(Alissa Lockwood) #1

Hey guys, we are currently using salesforce community cloud- lightning experience. We are working on putting together metrics around case deflection and I would like to understand how others might be calculating this and how they go about their case deflection process/method. It would be the icing on the cake if you are also using community cloud-lightning experience.

I’d love to hear what works for everyone and if there are any tools you would suggest to utilize that would be good too :slight_smile:


(Richard Millington) #2

Not Salesforce specific, but you can see our methodology here:

Typically people make one of three mistakes here.

  1. They ignore indirect call deflection (i.e. the number of people who see the answers to questions and therefore don’t call customer support).

  2. They assume all visitors above resulted in call deflection (instead of asking/estimating how many would otherwise have called customer support).

  3. The end value they uncover doesn’t show up as a cost saving. This is pretty common. A company might claim they saved $50m+ in support costs, but the customer support budget hasn’t dropped by $50m.