What Deflection Is Worth
Every ticket that never reaches an agent is worth the full handle time. Here is what your rate is actually saving you.
Ticket deflection calculator
Merging duplicates is the most reliable deflection there is. It needs no article written, no bot trained, and no customer behaviour change.
Stop paying for duplicatesWhat counts as deflection
A contact resolved before an agent works it. In practice that means four things.
Why duplicate merging is the easiest deflection you will ever buy
Help centre deflection needs articles written, maintained and found. Bot deflection needs training, tuning and a tolerance for the times it is wrong. Both are worth doing and both take quarters.
Merging duplicates needs no content, no training and no change in customer behaviour. The customer already contacted you twice about one thing, and the second contact simply stops costing you a separate reply.
It is also the only deflection that improves the customer experience directly, because they stop getting two different answers.
Frequently asked questions
What is a good deflection rate?+
Self-service deflection between 10% and 30% is typical where the help centre is genuinely maintained. Above that usually means the product changed, not the content.
Do merged duplicates count as deflection?+
They should. A duplicate merged before an agent opens it is a contact that never consumed handle time, which is the definition.
The deflection you can turn on this week
No articles to write, no bot to train. Connect your helpdesk and duplicates stop reaching agents.
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