Customer Support · Self-service and knowledge · Component
The deflection
Whether reading it actually avoids a contact — because a visit followed by a contact is a failed article counted as a success.
The deliverable
What it is
Page views measure whether people arrived. Deflection measures whether they left with an answer, and the two diverge sharply.
An article visited before a support contact is the most useful signal available: it identifies exactly which article failed and on which question.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The failures
Articles visited before a contact.
3 attributes: Article · Question asked afterwards · Occurrences
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An article read just before a support contact is a failed article, and the ticket contains the real question.
The other components in self-service and knowledge
The content
What exists, driven by the questions actually asked rather than by what someone thought should be documented.
LearnThe findability
Whether the answer can be reached faster than asking a person — because that is the only comparison the customer is making.
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