CASE STUDY

"Love this innovation during a wild year. Self-service with this kind of deep thinking is very impressive".

"The $12,000 in savings each month were great. Goes to prove that technology can greatly benefit organizations".

These are some comments that the jury of 2021 Stevie® Awards for Sales & Customer Service made after reading Bluebeam’s success story – that's how it achieved 25% case deflection at stage 2.

Before you read it, here’s why stage 2 deflection is so big a deal:

Not all support teams and organizations define and measure case deflection the same way. Some define it broadly. They consider a case to be deflected if a customer visits their self-help portal or community, runs a search, clicks on one or more results he/she sees, and leaves without logging a case. We call it Level 1 or Stage 1 deflection.

Those who define it conservatively consider a deflection to have occurred when a customer visits the ‘case creation’ or ‘contact us’ page in their community/portal, asks his/her query, clicks on one of the suggested articles, and leaves without creating a case. We call it Level 2 or Stage 2 deflection.

Stage 2 of case deflection is a stage where the customer has an explicit intention to create a case.

Deflecting a case at this stage is, therefore, a big deal. Most teams see an average deflection percentage at this stage of up to 10%. However, Bluebeam has been able to achieve an average of ~25% deflection at this stage, which is phenomenal.

How did they do it? Read the case study to learn.