Please move me to a relevant thread if needed. I couldn’t find one just on this
So, my problem is calculations around call deflection of Community. We hear a lot about ways to calculate ROI with the deflection but they all seem intangible or easily disputed and not great to present to your business as they’re pretty loose.
The way I see it, you have 3 main choices for actually calculating deflection from a support ticket, I’ve simplified them below
- Count up all the threads on your community where mods or customers have marked as ‘answered’ or marked that this helped them A and multiply by the average cost of handling a ticket Cost.
- Analyze if, after someone engaged in the community, did they also raise a support ticket within 48 hours. If yes, failed F deflection. If no, successful S deflection.
((S - F) x Cost) = ROI
- Simply but not very scientific: Review pageviews P to the community, multiply by support cost Cost, multiple by the margin of error (ME) of .025/0.5
I’m wondering if anyone uses something like the above, or can give me some concrete calculations they use?