Ticket Deflection
Ticket deflection is a customer service strategy that helps reduce the number of support tickets that need direct agent attention. It's like having a smart system that helps customers find answers to their questions before they need to contact a support agent. This might include things like self-service help centers, FAQ pages, chatbots, or knowledge bases. When done right, it saves time for both customers and support teams, while keeping costs down. Think of it as similar to how a store might put up signs to answer common questions before shoppers need to ask staff for help.
Examples in Resumes
Reduced support volume by 45% through implementing Ticket Deflection strategies
Created self-service knowledge base resulting in successful Ticket Deflection rates of 30%
Led Ticket Deflection initiatives including chatbot implementation and FAQ optimization
Typical job title: "Customer Experience Managers"
Also try searching for:
Where to Find Customer Experience Managers
Online Communities
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you develop a ticket deflection strategy for a growing company?
Expected Answer: Should discuss analyzing common support issues, creating comprehensive knowledge bases, implementing self-service tools, measuring success through metrics, and training team members on maintaining these resources.
Q: How do you measure the success of ticket deflection initiatives?
Expected Answer: Should mention key metrics like reduction in ticket volume, self-service resolution rates, customer satisfaction scores, and cost savings, while emphasizing the importance of maintaining service quality.
Mid Level Questions
Q: What self-service tools have you implemented for ticket deflection?
Expected Answer: Should be able to discuss experience with knowledge bases, FAQ pages, chatbots, or automated response systems, including how they were implemented and their impact.
Q: How do you balance automation with maintaining personal customer service?
Expected Answer: Should explain strategies for using automation appropriately while ensuring customers can still easily reach human support when needed.
Junior Level Questions
Q: What is ticket deflection and why is it important?
Expected Answer: Should explain the basic concept of helping customers find answers without needing direct support, and how this benefits both customers and the company.
Q: How would you identify common customer issues for a knowledge base?
Expected Answer: Should describe methods of analyzing support tickets, customer feedback, and working with support teams to identify frequently asked questions.
Experience Level Indicators
Junior (0-2 years)
- Basic knowledge of customer service principles
- Experience with help desk software
- Understanding of knowledge base organization
- Basic data analysis skills
Mid (2-5 years)
- Implementation of self-service tools
- Knowledge base creation and maintenance
- Customer feedback analysis
- Support automation tools experience
Senior (5+ years)
- Strategic planning for support operations
- Advanced analytics and reporting
- Team leadership and training
- Budget management for support tools
Red Flags to Watch For
- No experience with customer service metrics or analytics
- Lack of understanding of customer experience principles
- No knowledge of self-service support tools
- Poor communication skills
Related Terms
Need more hiring wisdom? Check these out...
Stop the Turnover Epidemic: Proven Tactics Every HR Leader Must Know
The Hidden Art of Salary Negotiation: How to Win Hearts Without Going Broke
Ghosted Again? How to Stop Candidates from Disappearing and Start Engaging Them Better
