As customers go to the Customer Portal to create a new support ticket, you have the option to offer Suggested Solutions, which are links to articles or similar, that answer common and simple inquiries. If the customer finds the solution they're looking for, the ticket is automatically closed and never created.
The chatbots in our Messaging & Live Chat platform can recognize keywords in customer messages, which then trigger automatic responses that answer the question or provide links to articles that help. If the customer clicks on one of the links, their browser will automatically load article and the conversation isn't directed to a live agent.
When responding to customer inquiries that are sent via email, agents can still save time by clicking on the Suggested Solutions button. When they do, related articles appear that can be shared with the customer as links or directly in the email copy - reducing time to resolution.
If the ticket has already been created, agents can still reduce their workload by using the Suggested Solutions tool. Similar to redirecting email inquiries, agents can use the tool to share solutions with customers in the form of links or with the content as the response - so they never have to take time to search for an answer.
The average TeamSupport customer deflects 40% of their tickets to self-service options.