Visitor deflection is important in ensuring the right visitors are brought to your sales team and others are still given an exceptional experience. In many cases, visitors who need deflection are existing customers looking for support. When deflecting cases for support, we generally recommend two types of deflection options:
In this guide we’ll go over how to create both options and how to identify and segment your current customers to receive these experiences.
When building a deflection or support experience, you’ll first want to consider what criteria you would like to use to determine if a visitor should be deflected away from your sales team and over to your support team. This will often be a group consisting of your existing customers. We recommend using Segments to define the group you’d like to be used when defining Support Deflection rules throughout your Experiences in Qualified.
Once created, we can use this Segment to create a new Experience that only triggers for the group. Alternatively, you can add a branch within your Experiences for support deflection wherever current customers are on the Experiences set for different pages of your website: homepage, blog, knowledge base, or marketing pages.
Follow the steps below to get started:
Next, we’ll want to create an experience for these visitors:
The branch created above will have two paths: One to view documentation and one to connect with support. Under the view documentation branch, we'll want to deflect the visitor to the Support center by navigating them to a new page. We'll do this by selecting the "Navigate to new page" step in your menu and typing in the address to your help center as shown below. It's helpful as well to add a message before navigating the visitor so they are not surprised when the page changes.
If they select "Connect with Support", we'll want create an Email to Support Case flow on the opposite side of the branch. Before we build that, we need to create a field to store what the visitor is emailing about. Save your experience now as you'll be navigating to another feature within Qualified.
To create this field:
1. Navigate to Settings > Visitor Fields
2. Create a new Text field
3. Label it “Notes” or “Support Question”
4. Save your Visitor Fields
5. Navigate back to your support deflection experience.
We'll now create the steps that allow the visitor to log a case with the support team:
1. Create a new step for those visitors that select "Email Support"
2. Select the “Ask a Question” step
3. Select the “Notes” or “Support Question” field created earlier
4. Next, create an Email step by selecting the "Send an email" step from your experience builder menu
5. Send the email to your support team: help@ or support@ inbox
6. Select to include all Visitor Fields (your notes or support question visitor field will be included here)
Creating a support deflection experience improves your customer experience by providing direct access to your support center and team. These visitors are deflected away from your sales team so that team can focus their efforts on engaging with prospects.