Case Deflection

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Deflect cases with intelligent self-service recommendations. Prevent questions from turning into cases by providing suggestions directly from your documentation portal or knowledge bases. Help your customers find solutions to their issues, accelerate resolution and increase your customer satisfaction score.

Improve Case Deflection and Reduce Support Costs

Don’t Waste Time
Answering Avoidable Questions

Help your customers find what they’re looking for with contextual search results and prevent them from opening an unnecessary support ticket. As your users enter a question into your case form, Fluid Topics automatically displays personalized and relevant content to solve their issues on their own.

Provide User Guidance
Into Your Content Channels

Give your customers proactive information, at the right moment and right where they are. Whether that’s inside your product, on your website, in your support channels, or even in community portals such as Salesforce, eliminate frustration with documentation self-service. Reduce the likelihood of reaching out to costly live support channels.


A Central Knowledge Hub
For Your Product Answers

Provide access to a central knowledge hub with all of the information and resources your customers need to troubleshoot issues, answer questions, or learn more about your product. Reduce the workload on your support team, increase customer satisfaction, and improve the overall customer experience.

Explore More Case Deflection Capabilities

Integrate With Your Own Service Desk

Connect Fluid Topics to your own support system such as JIRA Service Desk and get complete information from the get-go.

Customized Case Deflection Component

Choose the number of suggested results to display, select languages, add specific metadata and personalize your case deflection widget.

Cutting-Edge Search Engine

Enable your users to find exactly what they’re looking for in milliseconds. Integrate user preferences to provide results that resonate with them.

Continue Your Journey With Fluid Topics

Thought Leadership

ChatGPT Header

Wie ChatGPT die technische Dokumentation beeinflussen wird

ChatGPT hat bei den Unternehmen Besorgnis ausgelöst. Fabrice Lacroix erklärt, wie sich das auf Tech-Doc-Experten auswirken könnte.


Transforming the Customer Service Center with Self-Service Documentation

In this session, we discuss how by introducing structured content, standardizing the content processes, and changing the way the content was delivered to customers, the company changed the service culture from “call for solution” to “information self-service”.


Bewährte Verfahren


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