Original Summary

A Head of Support at a B2B SaaS said it plainly. Deflection rate cannot show whether the user actually solved the problem or quietly gave up. Reopens are the honest meter. The same tickets come back, just angrier. The bot closed them while the customer was still stuck. Deflection counted the close, not the solve. For the operators here, what is the honest meter you watch instead of deflection?   submitted by   /u/arslannasir128 [link]   [comments]

  • 情报分类：硬件与数码
  • 分类依据：内容涉及硬件、数码产品或通信卡
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/10/9 05:02:29