Support Deflection Sprint
Resolve common support questions instantly—before they become tickets.
Redirect customers to the right self-service answers at the moment they need them.
Through clarity, Friction Reduction, and faster execution.
Support Deflection is a short, fixed-scope engagement focused on intercepting preventable support requests before (and immediately after) submission—so customers get answers right away and your team receives fewer repeat tickets over time.
See how much time you could save
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Who is This For?
This is a good fit if:
- You’re responsible for reducing support volume without sacrificing customer experience
- A large portion of your tickets are “answerable” with existing resources (or could be with a few high-impact ones)
- Customers submit tickets because they can’t find the right help quickly
- You want fewer repeat tickets and faster “resolution” without adding headcount
- You want a short sprint—not a long consulting engagement
This is not a good fit if:
- Most tickets are unique, complex, or require hands-on investigation
- You don’t have (or can’t add) a self-service destination (knowledgebase, guides, help center, FAQs, in-app help, etc.)
- You can’t modify your intake flow or post-submission confirmations/auto-responses
Timeframe
Support Deflection runs as a 14-day sprint designed to identify the highest-volume deflection opportunities and implement a deflection flow that resolves common requests immediately.
Cost
$2,449
Support Deflection is priced at $2,449 - less than one month of support labor. Pricing is fixed and outcome-based, focused on delivered value rather than hours billed.
Deliverables
Deliverables are designed to be immediately usable, either implemented directly or delivered ready to deploy. You will receive a concise, action-oriented breakdown including:
- Deflection opportunity analysis: identify your top preventable ticket types (up to 10) and where they occur in the customer journey
- A “deflection map” showing when and where to intercept requests (pre-submit, form-step, confirmation screen, auto-reply, in-app prompt, etc.)
- Implementation of deflection touchpoints (platform-dependent), such as:
- Pre-submit prompts and suggested articles based on category/keywords
- “Before you submit” checklists and guided options
- Post-submit confirmation messages that route customers to immediate answers
- Auto-responses that include the correct resource + next steps
- Creation or optimization of 5–10 reusable self-service resources that deflect repeat tickets
- KB articles, quick fixes, troubleshooting steps, short guides, “known issues” pages, etc.
- A simple tracking plan to measure deflection impact (what to watch and how to tell it’s working)
Most teams see a measurable reduction in easily answerable tickets within the first few weeks.
Requirements
To keep the engagement fast and effective, we’ll need limited access to the following:
- Read access to your support platform and/or inbox where requests arrive
- Access to your self-service destination (knowledgebase/help center/FAQ/guides) if it exists
- The current ticket submission flow (forms, categories, triggers, confirmation pages, auto-replies)
- Examples of your most common “answerable” tickets (10–30 is plenty)
- Write/admin access to implement deflection prompts and messaging (or a point person who can apply changes quickly)
- Any brand/tone guidance for customer-facing prompts
Ready to Deflect Repeat Tickets and Resolve Questions Instantly?
14-Day Engagement + Fixed Price + No Long-Term Commitment