A sequence for support deflection that holds up in review
The Deflection Playbook is our custom service path: baseline first, language second, gaps third, then a framework that keeps the numbers honest. Built for application support analytics—not a one-off slide deck.
How the playbook unfolds
Most teams skip straight to content ideas. We start where the rate becomes believable.
Baseline
Agree what counts as deflected across help center, bot, and ticket systems. Publish the rate with method notes.
Taxonomy
Give agents, bots, and reports one contact-reason tree so deflection cuts by intent instead of free text.
Gaps
Rank undeflected intents by volume. Sequence articles and flows that remove those contacts first.
Framework
Lock events, success windows, and owners so next quarter’s rate uses the same rules as this one.
From first call to standing habit
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Share your current views
Bring dashboards, tag lists, and the last argument you had about the deflection number.
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Pick a starting phase
Most Bangkok teams begin with a baseline audit; some already have a clean rate and jump to gaps.
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Run the phase
Workshops, document delivery, and a short readout your support and product leads can share.
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Continue or pause
Stack the next phase when ready—or hold with a monthly review agenda from the framework.