Conference Presentation

Support Services Champions Breakout

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Measuring case deflection is the art of measuring something that didn’t happen. Accordingly, absolute precision isn’t possible. But an estimate that is plausible, reflects increases in self-service adoption or self-service success, and provides a way of thinking about ROI is a giant step forward in giving your leadership chain the tools they need to fight the good fight for your initiative—and your customers.

This session looks at:

  • Measuring self-service success. Are your customers easily able to find the answers they're looking for?
  • How to measure deflection. Are your self-service support interactions effectively solving customer issues, avoiding a costly call, email, or chat?
  • How to boost self-service success and deflection. Which features should you include in your self-service offer that will increase adoption of this support channel?


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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