Fluid Topics offers a modern case deflection tool to reduce the number of tickets that comes your way 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
A Central Knowledge Base
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.
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 Customer Self-Service
In All Your 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.
Bring AI Into
Your Self-Service Tool
Leverage ready-to-use GenAI applications and implement advanced RAG-based scenarios to answer users’ questions and reply to cases. Typical examples of AI-powered interactions are: automated question answering, augmented support agents, summarization, code assistance and more.
Case Deflection Benefits
Reduced Support Costs
By deflecting tickets, companies can lower their support costs as fewer resources are needed to handle incoming inquiries.
Better CSAT Score
Provide customers with instant access to solutions and reduce wait times for support, leading to increased customer satisfaction.
Increased Agent Productivity
Employees across various departments can allocate their time more efficiently when they’re not overwhelmed by a high volume of support requests.
Improved Knowledge Base
Allow businesses to continuously update and refine self-service resources based on common customer inquiries.
Enhanced Self-Service
Providing self-service options improves the overall user experience by giving customers the autonomy to resolve their issues on their own terms.
Powerful Insights
Provide valuable data on common issues and customer behavior. Identify trends and areas for improvement in product documentation.
Case Deflection and Self-Service: A Game-Changer in 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
Best Practices
Case Deflection and
Self-Service: A Game-Changer
in Customer Experience
Explore why self-service and case deflection are key components of a successful content strategy and customer experience.
Webinars
Transforming the Customer Service Center with Self-Service Documentation
Discover how by introducing structured content, standardizing the content processes, and changing the way the content was delivered to customers, one company changed the service culture from “call for solution” to “information self-service”.
blog
Generative AI
Generative AI for Customer Support: Top Use Cases and Benefits
Explore concrete use cases for GenAI in customer support and track key benefits your team will reap from implementing this technology.
