What is call deflection?
According to a Consumer Reports survey, 75% of consumers get “highly annoyed” when they cannot get a customer service rep on the phone in an acceptable period of time.
Call times can be as long as hours, depending on the industry. Call deflection, i.e., the practice of delivering answers to customers through self-service can therefore be a boon for both customers and the business—shorter time to answer for the customer and cost savings for the business.
However, call deflection calls for knowledge and AI-guided self-service. Otherwise, it will be a surefire formula for customer defection!
- Call deflection can be preemptive, i.e., questions can be anticipated and delivered ahead of the call through notifications or, when a customer is on a website, through a virtual assistant.
- It could also be in-flight, where a customer on IVR hold can be sent a link to contextual, digital self-service through a messaging channel such as SMS, Facebook Messenger, Apple Business Chat, etc.
Call deflection in action: A case study
Andersen Windows, a leading manufacturer of windows and patio doors in the US, has been using eGain AI knowledge for the contact center and for website self-service for years.
According to it, one of the biggest benefits of using AI and knowledge is call deflection.
Customers are calling the contact center less because they get the knowledge they need on the website. Even its online parts store has made 1400 sales from leads from the self-help website. Hear for yourself
How to transform customer service
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