contact deflection form
Hi everyone - has anyone developed an experience where a customer begins submitting a question to a support form, and gets knowledge and/or community posts suggested to them based on what they are ty...
Forum Discussion
OK i understand now...
So you could use an active cast widget but i guess depending on what you want to achieve and ultimatly the core contact drivers for your business you might need something a bit more complex and use of REST api giving you a better end result, take a look at my contact us form, this will take you to a pre-defined end point where you can see "deflection content" in the form of knowledge content and community links.
This is by no means the end result for us but will give you an idea of what you could achieve. On each end point the help "knowledge" content is dynamic and speciffic to the contact reason. Today the form content is static and serve as a crude attempt to defect to the community however this space could and will be replace with an api call which will call community content as it loads based on the product selected in the inital steps.
For example, in my case if a customer selected an option for TV troubleshooting we would display content and maybe just accepted solutions we have areounf this topic. I'm not the most technical however this is actually relativly easy to achieve "so i am told" with api knowledge.
Hope this helps.
This is great, thank you! How do you then track deflection? Click rates on the suggested content?
Well, no easy answer TBH. We use google analytics and webtrends to track volumes down any single track and clicks/views but deflection is more tricky.
You could look at it from the point of view that if 100 customers hit your contact us and only 50 of them then go one to contact you from the final leg of your page then you could argue you have 50% deflection however do you really....
If you have an authenticated area such as a self help portal you could with cookie logic track a user across your online estate and through that understand where they went and if they contacted you but thats never going to be for 100% of your traffic but is more acurate than the above assumption.
Hope this helps.
Hi Fellsteruk,
it's not about deflection, but I'm looking for something close to that approach,
sorry, I've tried everywhere, not able to find the answer...
We need a custom component that can be configured to display messages from and enable posting to a single thread (by registered members) in a way that looks like instant messaging. It should be able to poll that thread via API to update rather frequently. Ideally, it can present small avatars, like buttons, etc. for social engagement as well.
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Any code sample is very helpful...
