Assessing the ROI of Knowledge Management: Ticket Deflection

Evaluate the potential ROI for contextual help on the ticket submission form made possible by a knowledge management platform.

Make a call unnecessary by delivering timely, relevant content

The ticket submission form is an opportunity to deflect a support ticket before it ever happens. How? By displaying relevant content based on the information the customer is providing. In other words: ticket deflection. Use this ROI calculator to see the potential economic impact of ticket deflection. Plug in your own numbers for a real-world ROI statement.

What you’ll learn

Potential ticket deflection rate for MindTouch customers
The economic impact of implementing contextual help on the ticket submission form
Real-world example of ticket deflection powered by a MindTouch self-service experience

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