What solution can be used to improve call deflection?

To improve call deflection, implementing a web chat solution is highly effective. Web chat provides customers with real-time assistance and allows them to engage easily with support agents or access resources without needing to make a phone call. This can greatly reduce the volume of incoming calls, as customers can quickly get their questions answered online.

Web chat often includes features like automated responses and proactive chat invitations, which can address common inquiries before they escalate into phone calls. Moreover, it allows for asynchronous support where customers can engage with the chat while still pursuing other activities, further lowering their inclination to call for assistance.

While other options, such as a knowledge base or a community forum, also contribute to deflecting calls by enabling customers to find information on their own, they do not offer the immediate, interactive support that web chat provides. Assignment rules focus on ticket routing rather than deflection and do not address the method of communication directly. Thus, the functionality and immediacy of web chat make it a superior choice for enhancing call deflection efforts.