Which low-cost channels should be incorporated to help reduce call deflection?

Incorporating low-cost channels such as websites and social media is an effective strategy for reducing call deflection. These channels provide customers with immediate access to information and support, enabling them to resolve issues or find answers to their questions without needing to call a customer service representative.

Websites can host FAQs, knowledge bases, and troubleshooting guides, allowing customers to self-serve. Additionally, social media platforms can facilitate customer engagement by allowing users to ask questions and receive answers in real time, fostering a sense of community and support.

This approach not only mitigates the volume of calls to customer service but also enhances the overall customer experience by providing multiple avenues for support. By ensuring that information is readily available and accessible online, companies can effectively decrease call deflection and streamline customer interactions.