Customer Experience

Updated On: Jul 11, 2024

5 Effective Strategies for Ticket Deflection

Reading-Time 7 Min

Ticket deflection helps customers with self-service resources to resolve issues independently, minimizing the load on support agents. Learn more about it below.


Can you imagine your customers being able to solve their own problems without lining up in a queue?  

Many customers can answer their questions and move on, freeing up agents for more complex issues. That’s the power of ticket deflection in customer service. 

This blog post will explore five effective strategies for ticket deflection that will help you provide your customers with a smoother support experience.

What is Ticket Deflection?

Ticket deflection is a customer service strategy to reduce the number of support tickets submitted by customers. It achieves this by helping customers find solutions on their own through self-service

Providing customers with resources like knowledge bases, FAQs, automated chatbots, or community forums reduces their need to submit support tickets. This deflects, or redirects, a portion of inquiries away from live support agents, reducing their workload. 

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Impact of Ticket Deflection on Your Call Center

1. Cost-cutting 

By helping customers solve problems themselves, you reduce the number of support tickets agents need to handle.  

This translates to less time and resources spent on each issue, leading to potential cost savings. 

2. Improves Customer Experience 

Having interactive self-service guides improves customers’ experience while troubleshooting problems and leaves them more empowered at the end of the activity. Improved customer service leads to exceptional customer satisfaction.

3. Resolves More Support Tickets 

Ticket deflection aims to reduce the number of tickets reaching agents altogether. 

Ticket deflection helps reduce the number of tickets reaching agents altogether. It achieves this by providing customers with self-service options. This allows customers to find answers to their questions themselves, reducing the burden on agents and deflecting tickets that would otherwise require their attention.  

Five Effective Strategies for Ticket Deflection

1. Invest in Chatbots

  • AI-powered chatbots can answer basic inquiries, troubleshoot common issues, and direct customers to relevant resources, deflecting tickets before they reach human agents. 
  • Chatbots answer customer questions anytime, day or night, deflecting tickets that might otherwise wait until agents are available. 

2. Prioritize Self-Service Options

  • Make it easy for customers to find self-service options by placing them prominently on your website or app. This could include a search bar for the knowledge bases or a clear call to action for the FAQ section. 
  • Knowledge base articles as a self-service option would help customers understand information themselves. 
  • Getting important information about any product or service beforehand helps customers navigate what they need without connecting with the support agents.

3. Develop Informative FAQs

  • Compile a list of frequently asked questions (FAQs) to address common customer pain points. Make sure your FAQs are easy to find and understand. 
  •  Ticket deflection for frequently asked questions saves time and energy on customers’ and contact centers’ ends. 

4. Offer In-App Tutorials and Guides

  • Integrate contextual tutorials and guides on your website or application to provide step-by-step assistance and reduce the need for customer support. 
  • Visual guides have step-by-step troubleshooting for problems with devices or applications and so on with an image attachment.  
  • Visual guides also minimize the need to call for customer support since seeing a guide with image support would make a customer engaged and solve problems with less effort.  

5. Create a Comprehensive Knowledge Base 

  • A well-organized knowledge base helps customers find answers to common questions independently, reducing the need to submit tickets. 
  • Create a centralized library of information designed to help users find answers to their questions independently. 

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How does Knowmax Help with Ticket Deflection? 

Knowmax is a knowledge management platform that helps you deflect tickets by creating a self-service hub for your customers. 

Knowmax offers a centralized knowledge base and AI search, powers your chatbots to answer basic questions, and helps you provide up-to-date knowledge to your customers. 

Your customers can also navigate troubleshooting steps with our decision trees, allowing them to solve problems independently and, on the contrary, freeing your agents from complex issues and improving their overall efficiency. 

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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