Ticket Deflection 101: How A Knowledge Base Will Save You Money


Congratulations, you have a lot of support tickets! Tons of users asking for help with your mobile app is a complicated feeling–it’s a sign of your app’s success! However, it also means you now need to find a system that addresses all your tickets efficiently.

Luckily, there’s more to customer support than throwing in enough full-time support agents until tickets go away. A reason that many companies falsely believe customer service to be costly is because they aren’t leveraging the cheapest, most efficient tools and practices. Ticket Deflection and knowledge bases are two important ways to reduce employee costs and retain customers in your mobile app.

Ticket Deflection Saves More Money When Done Right

Ticket deflection, like a tutorial, is done best within the app

Ticket deflection is the concept of designing your product so that users are able to solve their problems before having to contact your support agent. For many mobile apps, the primary source of ticket deflection is either a web forum or Google.com, forcing frustrated users to search the web outside your app for a solution. The problem is that those users rarely come back to your app, turning your ticket deflection strategy a customer deflector.

That’s not how serving your customers is supposed to work, and it negates the benefit of ticket deflection when you lead users away. You spent thousands of dollars getting users to try out your app. Why not invest in strategies that keep them there?

Ticket deflection that takes place inside the app allows you to answer questions during your customer’s mobile experience. It saves time you would have spent helping a confused user, while still engaging them enough to reduce churn and prompt a high app store rating. Good mobile apps always use a great knowledge base to get that customer service edge in the app store and in their checkbooks. Great mobile apps find a way to keep users in their app as much as possible in every aspect of their product.

A Knowledge Base Is Always Worth It

You must have noticed that the majority of your support tickets ask very similar questions. That means someone on your team is spending countless hours answering the same question over and over. Besides being tedious, it creates a time sink that will cost your company money and productivity in the long run.

This is why every mobile app should have a great knowledge base. When a user has an issue in your app, his or her first instinct will be to self-service in an efficient way. Your app should always facilitate a user’s instincts. A knowledge base is an amazing source of ticket deflection because it helps prevent users from approaching your agents with those common misunderstandings. When done well, it’s a great way to save everyone time and money for little investment.

Writing an knowledge base is a lot like writing copy. Exact phrasing, brevity, and placement are very important for a user’s comprehension. Remember: The primary goal is to keep a user within the product funnel by clearing up frustration that would cause him or her to leave your app. That means keeping your knowledge base within the app is the most effective method.

Conquer Tickets Like It’s 2015

Even with all the best ticket deflection
practices, your app will inevitably have incoming tickets. It comes with the territory of having a popular app. Now that you’ve saved money on FTE (full-time employment) costs, keeping your more flustered users engaged is paramount for your continued success.

Helpshift offers many tools–including a searchable in-app FAQs-to deflect tickets for your agents. When a user does have an issue, Helpshift’s in-app live chat will allow you to solve their issue like a top mobile company would.

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Published August 26, 2014
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