@estieg Hi Eric, there are several ways we track call backs and cal deflection. Customer Call backs are tracked, by hour, day week, and depending on the topic, we can determine if there was a deflected call or an account touch. We tracked this particular program for 6 months.
We also used our Community Surveys to validate our findings, and the results were about 15% higher, but not all users were logged in, so we could only validate a certain percentage.
Depending on the data you have available, if you have SSO, or connected to CRM, it all can provide you a more clear picture of data and help to derive at a call deflected. If you still have questions let me know, I am working here at Khoros now and I would be happy to share our ROI data.
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