Customer self service software: the deflection savings
- Saved a month after the portal's cost
- $2,841
- Tickets deflected a month
- 360
- Saved a year
- $34,092
- Set-up cost, one-off
- $800
The numbers on this page come from the inputs you enter and the method stated: 3,600 seconds to an hour, 52 weeks to a year, twelve months to a year, and nothing else. No industry shrinkage figure, no occupancy benchmark and no assumption about your attrition; every one of those is yours to enter.
The figures above start from a worked example ($2,841). Change any input and the answer updates as you type.
Download the Customer self service software: the deflection savings worked example (CSV)
This is a customer self service software worksheet that works the case for a portal before it is bought or built. Tickets a month times the share the portal will answer is the tickets deflected; deflected tickets times the cost of an agent-handled ticket, less the portal's cost, is the saving a month; times twelve is the year; set-up hours times a rate is the one-off cost; and the set-up over the monthly saving, in days, is the payback. Every figure is yours, the share above all: the worksheet publishes no industry deflection rate and no agent cost. Free, on the page, no account; the paid plan keeps the deflection per month against the customers and the articles that produced it.
Deflected: the share, applied to the ticket count
1,200 tickets a month at a 30% share is 360 tickets the portal answers before an agent sees them. The share is the whole worksheet: read it from the ticket log by asking how many of last month's tickets an article or an account page would have closed, and enter that, because a share assumed from a vendor's brochure is a saving that never arrives.
Saved: the agent cost, less the portal
360 deflected tickets at $8 of agent time each is $2,880, less a $39 portal is $2,841 a month and $34,092 a year. The agent cost is minutes per ticket at a loaded hourly rate, your own figure; the portal cost is whatever you will pay, and the worked example uses this site's price.
Set-up, and the payback in days
20 hours at $40 to configure the portal and write the first articles is $800, and $800 over $2,841 a month is 8 days of payback on the worked example. A long payback usually means the share was set too high or the articles are not written; the content plan worksheet sizes the second.
Customer self service software: the deflection savings: common questions
Is this free customer self service software? It is a free worksheet that works the business case, not the portal: enter tickets, the share answered, the agent cost, the portal cost, set-up hours and a rate, and it works tickets deflected, the monthly and annual saving, the set-up cost and the payback in days on the page with no account and no card. Deflectvo Pro is the portal and the record.
What deflection rate should I use? Your own, read from last month's tickets: count the ones an article or an account page would have closed and divide by the total. The worked example uses 30% to show the arithmetic and nothing more; this site publishes no industry rate.
How do I work out the cost of a ticket? Agent minutes per ticket at the agent's loaded hourly cost: fifteen minutes at $32 an hour is $8, the worked example's figure. Include the time to read, answer and close, and use your own numbers; the worksheet takes the figure as an input.
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