Explicit vs Implicit Deflection

GregKeller

Do people track explicit vs implicit deflections together or separately?

LuisdelaViuda

Hi Greg, those are two different metrics that give you different information so you should track both separately.

For your convenience, I’m providing the relevant research and webinar information that would be very useful for you. The TSIA was very useful pointing me in the right direction when I asked the very same question no long time ago! I hope this helps!

 

• TSIA Self-Service Best Practices research report
• Create an Exceptional Self-Service Customer Experience with Knowledge Management webinar/presentation
• Preparing for Intelligent Search research report

Dave Baca

Hi @LuisdelaViuda - thanks for pointing @GregKeller in the direction that TSIA's self-service best practices recommend on whether to include the implicit deflection and explicit deflection measurements together or separate!

And Greg - if after you've reviewed the member-only research materials that Luis shared with you, I'd be happy to discuss in more detail with you through the TSIA inquiry process.

Best,

Dave

Edly Villanueva

Hello @GregKeller , great question! @LuisdelaViuda thank you for the quick response and the TSIA reports on this topic.

@Petra Andersson@Petra Andersson @Alexander Mundorff @SteveCloughesy @SumitBhat @Justin Nuzum @Daniel Coullet do you track explicit vs implicit deflections together or separately?

Copying @ElizabethDunsworth in case you would like to also discuss further with @DavidBaca .

Best regards,

Edly