Support Deflection Estimator
Estimate cost savings from self-service ticket deflection via KB and bots. Enter values for instant results with step-by-step formulas.
Worked Examples
Example 1: High Deflection
Problem:15,000 KB Views, 2,000 Total Tickets. Cost $8/ticket.
Solution:Est. Deflected Users = 14,600. Rate = 97.3%. Savings = $116,800.
Result:Massive ROI
Example 2: Low Deflection
Problem:1,000 KB Views, 800 Tickets. Cost $15/ticket.
Solution:Est. Deflected = 840. Rate = 84%. Savings = $12,600.
Result:Needs Better Content
Frequently Asked Questions
What is Ticket Deflection?
Ticket deflection is the process of resolving a customer's issue through self-service resources (like a knowledge base, community forum, or chatbot) before they need to contact a live agent.
What is a good Deflection Rate?
Industry benchmarks vary, but 20-40% is average for new KBs. Mature organizations with AI search can achieve 70%+ deflection rates.
Does Deflection lower NPS?
Not necessarily. If the self-serve content is good, NPS goes up. If it's a 'doom loop' of bad articles preventing contact, NPS goes down.
What is 'Implicit Deflection'?
When a user finds the answer via Google and never even enters your support flow. Hard to measure but very valuable.