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22% of issues are resolved by customers

Knowledge bases are not the only cause of case deflection

As part of the series on team-led growth, we’re looking at ways to resolve cases before sales, success, and support teams get involved.

Within the context of team-led growth - a strategy to build teams across vendors and customers for the purpose of understanding each other and unlocking an ecosystem of potential knowledge and action - “deflecting cases” reduces the amount of work the vendor team needs to do right now and gives them more room to triage.

Typically we think of intake forms and knowledge bases as the key ways to deflect frequently-asked questions from customers. It turns out that we also can take advantage of the conversations already happening in our collaboration software to resolve issues.

The Impact of Team Conversations on Case Deflection

22% of issues are resolved by customers

We found an unexpected benefit to moving conversations from a 1:1 message to a team message. Over 20% of the issues were resolved before a team member ever got involved because someone on the customer side was able to solve it. This is a good reminder that team-led conversations can result in learning opportunities for team members, not just customers.

Building a collaborative relationship with a customer makes it possible to answer the harder questions with a shared group. When customer team members help each other, it adds to the sense of community and makes it easier to move forward together.

The Takeaway: Case Deflection and Beyond

  1. Customer knowledge is a valuable part of team conversations
  2. Resolving issues before your team gets involved saves resources for other issues
  3. Issue deflection comes in many different forms