Platform
- How it Works
- Products
- Channels
  - Email
  - Chat
  - Social Media
  - In-App
  - SMS
Partners
We Are Thankful
- Our Approach
  - Manifesto
- About Us
  - Team
  - Careers
- Contact Us
  - See it in Action
Resources

Platform
- How it Works
- Products
- Channels
  - Email
  - Chat
  - Social Media
  - In-App
  - SMS
Partners
We Are Thankful
- Our Approach
  - Manifesto
- About Us
  - Team
  - Careers
- Contact Us
  - See it in Action
Resources

Back to Glossary

Deflection

verb

What is deflection?

Deflection is directing a customer to find an answer through a means of self-service.

CS Industry Terms

Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
First Response Time (FRT)
Lifetime Value
Net Promoter Score (NPS)
Omnichannel Communication
Service Level Agreement (SLA)
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)

Better relationships through service

Better service through technology

Read Thankful reviews on G2

Platform

How it Works
Products
Channels
- Email
- Chat
- Social Media
- In-App
- SMS

Partners

Partners
No Code Integrations
- Featured Integrations
- Regular Integrations
Custom Integrations

We Are Thankful

Our Approach
- Manifesto
About Us
- Team
- Careers
Contact Us
- See it in Action

Resources

Blog
CX Guides
Knowledge Hub
Press & Media
Events

© 2016 -2022 Thankful, Inc. All rights reserved

Security | Privacy Policy | Terms of Use | Sitemap