How to Measure and Increase Case Deflection

如何测量和增大机箱挠度

2022-08-24 21:50 clickhelp

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Imagine that you develop a software product, and your users understand it entirely and don’t need help at all; your support specialists don’t know what to do. Of course, this is an unbelievable situation; even the most popular companies have support departments that work around the clock and respond to various issues. Sometimes, these departments face simple questions—users can easily find all answers on their own in a knowledge base. If users search for an answer and find it, they won’t submit a support ticket. So, their case will be deflected by online documentation. This blog will explain how to measure the case deflection rate and use case deflection techniques. What Is Case Deflection? Case deflection is the rate that estimates how users find answers to questions independently instead of asking for help from a support team. In other words, this approach helps you understand whether your self-service strategy performs well or not. For example, if users can’t figure out how to export files from your software, they start searching for a solution. If they find an answer, you will deflect a case successfully. Otherwise, they can submit their request, and your support specialists will have to spend time and respond to this query. How to Measure Case Deflection? First, it seems impossible to estimate something users don’t explain directly. The fact is that they find a solution and leave a website; that’s it. Nevertheless, customers read helpful articles or start submitting a request—you can pay attention to these activities. So, there are two ways of measuring case deflection. The first way to measure case deflection. A user finds your knowledge base, starts searching, opens related topics, and leaves a site without submitting a support ticket—it’s the first example of case deflection. To measure case deflection this way, you need the following formula: The second way to measure case deflection. A customer wants to log a case on a support page. As they start typing, the page shows a list of valuable articles concerning a query. You will deflect the case if the user leaves such a form after clicking relevant links and reading helpful guides. In this case, the formula is: Of course, the more the case deflection rate is, the better. These formulas allow you to determine whether you deflect cases successfully or not during a particular period. For example, you can compare the current and the previous months’ results. You may notice that your case deflection rate is low enough. Then, you should find out how to improve the results. Read on to learn more about the best practices for increasing case deflection. How to Improve Case Deflection? Your support specialists can’t always respond to users’ requests quickly. Hence, customers should have a chance to find answers to simple questions independently. There are the following practices for increasing the case deflection rate: Use a solid technical documentation tool with robust full-text search features. Pay attention to the fuzzy search technique, for instance. It allows you to find complicated topics without using exact terms you don’t know how to spell correctly. In this case, a platform displays search results that vaguely relate to your search query. In addition, let’s take predictive search; a user just starts typing, and a search engine makes corresponding suggestions. There are few professional tools with such features. For example, you can use ClickHelp, help documentation software. This tool has full-text search functions described above and more. Thanks to the Echo update, you can deflect cases much better. Write detailed knowledge base articles. It will be brilliant if you describe literally every possible issue your customers may face. You should explain all your product features not only with text but also by taking screenshots too. For instance, ClickHelp’s user manual is an excellent example of describing and illustrating articles. There is a topic on how to use the machine translation feature with a step-by-step explanation. Create context-sensitive help. Customers usually face problems while using a product. They can open your software for the first time and find that the UI is too unclear. Thanks to context help, users will notice useful popups that explain the product basics. Use pre-submission search in your contact support form. You can deflect a case even if a user decides to submit a ticket. Imagine that the user starts logging their issue, notices links leading to relevant resources, finds a solution, and leaves the support page. For instance, ClickHelp has a sample page explaining this example of deflecting cases—you can try using it. As you start typing, the engine makes relevant suggestions; you can find a helpful article and leave the form. You can continue creating the case if no valuable resources are suggested. Build a chatbot. Sometimes, people don’t want to search for anything or write a detailed description of an issue. They can start a conversation with the chatbot that will make suggestions based on the user's message. A support specialist will open this chat if the customer is unsatisfied with the bot. Conclusion Using case deflection techniques is essential to save your employees’ time. All practices mentioned above will help any business a lot. So, don’t delay implementing such solutions. If you want to increase the case deflection rate, ClickHelp is a brilliant choice. Our tool will allow you to help users find answers to all questions on their own. So let your support specialists avoid answering frequently asked questions. Good luck with your technical writing! ClickHelp Team Author, host and deliver documentation across platforms and devices
想象一下,你开发一个软件产品,你的用户完全理解它,根本不需要帮助;你的支持专家不知道该怎么办。当然,这是一种难以置信的情况;即使是最受欢迎的公司也有支持部门昼夜不停地工作,并对各种问题做出回应。有时,这些部门面临简单的问题--用户可以很容易地在知识库中自行找到所有答案。如果用户搜索一个答案并找到它,他们不会提交支持票证。因此,他们的案件将被在线文档转移。本博客将解释如何度量用例偏转率和用例偏转技术。 什么是案件偏转? 案例偏转率是估计用户如何独立地找到问题的答案,而不是向支持团队寻求帮助的比率。换句话说,这种方法帮助您了解您的自助服务策略是否表现良好。例如,如果用户不知道如何从软件中导出文件,他们就开始搜索解决方案。如果他们找到了答案,你就会成功地转移一个案子。否则,他们可以提交他们的请求,而您的支持专家将不得不花费时间并响应此查询。 如何测量机箱挠度? 首先,估计用户不直接解释的东西似乎是不可能的。事实是,他们找到解决办法,留下一个网站;就是这样。尽管如此,客户阅读有帮助的文章或开始提交请求--你可以关注这些活动。因此,有两种测量机箱挠度的方法。 第一种测量机箱挠度的方法。用户找到您的知识库,开始搜索,打开相关主题,然后离开一个站点而不提交支持票据--这是大小写偏转的第一个例子。 要以这种方式测量机壳偏转,需要以下公式: 第二种测量机箱挠度的方法。客户希望在支持页面上记录案例。当他们开始键入时,页面显示了一个关于查询的有价值的文章列表。如果用户在单击相关链接和阅读有用的指南后离开这样的表单,则会转移情况。 在这种情况下,公式是: 当然,案件偏转率越多越好。这些公式允许您确定在特定期间是否成功地偏转案例。例如,可以比较当前和前几个月的结果。 你可能会注意到你的机箱偏转率足够低。然后,你应该找出如何提高结果。请继续阅读,了解更多关于增加大小写偏转的最佳实践。 如何改善病例偏转? 您的支持专家不能总是快速响应用户的请求。因此,客户应该有机会独立地找到简单问题的答案。增加案件偏转率有以下做法: 使用具有健壮全文搜索功能的坚实的技术文档工具。例如,注意模糊搜索技术。它可以让你找到复杂的主题,而不用使用你不知道如何正确拼写的确切术语。在这种情况下,平台显示与搜索查询模糊相关的搜索结果。此外,让我们采取预测搜索;一个用户刚开始打字,一个搜索引擎就做出相应的建议。 具有这种特性的专业工具很少。例如,您可以使用ClickHelp、帮助文档软件。该工具具有上面描述的全文搜索功能以及更多功能。多亏了Echo更新,您可以更好地转移案件。 写详细的知识库文章。如果你描述了你的客户可能面临的每一个可能的问题,那就太棒了。你应该解释你所有的产品功能,不仅用文字,而且通过截图。例如,ClickHelp的用户手册就是描述和说明文章的一个很好的例子。有一个关于如何使用机器翻译功能的主题,并有一个分步的解释。 创建上下文敏感的帮助。客户在使用产品时通常会遇到问题。他们可以第一次打开你的软件,发现UI太不清晰了。由于上下文帮助,用户将注意到解释产品基本知识的有用弹出窗口。 在您的联系人支持表单中使用提交前搜索。即使用户决定提交罚单,您也可以转移案例。假设用户开始记录他们的问题,注意到指向相关资源的链接,找到解决方案,然后离开支持页面。例如,ClickHelp有一个示例页面解释了这个偏转大小写的示例-您可以尝试使用它。 当你开始打字时,引擎做出相关建议;你可以找到一篇有帮助的文章,然后离开表格。 如果没有建议有价值的资源,您可以继续创建案例。 建造一个聊天机器人。有时,人们不想搜索任何东西,也不想写一个问题的详细描述。他们可以与聊天机器人开始对话,聊天机器人将根据用户的消息提出建议。如果客户对机器人不满意,支持专家将打开此聊天。 结论 使用案例偏转技术对于节省员工的时间至关重要。上面提到的所有做法将对任何业务都有很大帮助。所以,不要延迟实施这样的解决方案。 如果您想增加案件偏转率,ClickHelp是一个绝妙的选择。我们的工具将允许您帮助用户自己找到所有问题的答案。因此,让您的支持专家避免回答常见问题。 祝你的技术写作好运! ClickHelp团队 跨平台和设备编写、托管和交付文档

以上中文文本为机器翻译,存在不同程度偏差和错误,请理解并参考英文原文阅读。

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