{"id":44433,"date":"2020-10-12T14:43:10","date_gmt":"2020-10-12T14:43:10","guid":{"rendered":"\/us\/en\/blog\/?p=44433"},"modified":"2022-02-11T10:18:35","modified_gmt":"2022-02-11T18:18:35","slug":"call-deflection-digital-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/call-deflection-digital-customer-service\/","title":{"rendered":"How call deflection enables a better customer experience"},"content":{"rendered":"<p>The use of digital channels for customer service is becoming more widespread and offers many advantages: <strong>time-saving<\/strong>, <strong>alignment with customer habits<\/strong>, and <strong>access to the history of interactions<\/strong>.<\/p>\n<p>Telephone lines with 1-800 extension numbers have been the predominant channel for customer service. They remain widely used by default or when it is the only visible means of contacting the business.<\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p>Once <strong>digital channels<\/strong> have been added to your mix, it is essential to promote them <strong>so that customers know about them<\/strong> and use them. <strong>Call deflection<\/strong> is an efficient way to do so: it offers customers an <strong>alternative digital channel<\/strong>, either before or during a call.<\/p>\n<p>In this article, we are exploring the benefits <strong>of this approach for customer experience and how you can implement it in your company.<\/strong><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/ebook\/how-to-launch-a-call-deflection-strategy\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-44436\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/White-PaperCall-Deflection-Download-1024x386.png\" alt=\"\" width=\"620\" height=\"234\" \/><\/a><\/p>\n<h2 class=\"heading h2\">What is call deflection?<\/h2>\n<p>In a customer service context, the <strong>customer journey<\/strong> is composed of the different steps to obtain an answer to a question, or to have a problem solved. They can <strong>vary depending on the type of customer and their needs<\/strong>.<\/p>\n<p>When customers need to reach out for support, they often are faced with obstacles to get help. Usually, after finding your <em>Contact Us<\/em> page, they can reach out to solve their problem with different options, the most common ones being <strong>email, phone, live-chat, social media and messaging.<\/strong><\/p>\n<p>Call deflection is a technique used to <strong>transfer an incoming customer call to an alternate channel such as messaging<\/strong>. It can be more <strong>cost-effective<\/strong> for the business and more <strong>convenient<\/strong> for the customer.<\/p>\n<p>Call deflection <strong>should not be confused<\/strong> with other techniques aiming to avoid interactions with customers, such as <strong>avoidance of calls or call forwarding<\/strong>. With call deflection, <strong>the customer remains in control<\/strong>. He has the opportunity to switch to digital channels, but <strong>he can proceed with the call if he prefers<\/strong>.<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><span class=\"s2\"><b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b><\/span><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\u00a01\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"6a0ad205578ad\" id=\"6a0ad205578ad\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0ad205578ad.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0ad205578ad.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<h2 class=\"heading h2\">The benefits of deflecting calls<\/h2>\n<p>After understanding the concept of call deflection, you may be wondering <strong>how it improves customer experience<\/strong>. There are a number of benefits, <strong>both for customers and companies.<\/strong><\/p>\n<h3 class=\"heading h2 h3\">A better customer experience<\/h3>\n<p>When done with the right approach, <strong>call deflection<\/strong> is a great way to improve customer experience. The phone is the traditional customer service channel and remains essential in some situations. But one of its main drawbacks is waiting times: <strong>73% of customers<\/strong> think it is the main frustration when calling customer service.<\/p>\n<p><span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fcall-deflection-digital-customer-service%2F&#038;text=73%25%20of%20clients%20think%20that%20waiting%20time%20is%20the%20main%20frustration%20when%20calling%20customer%20service&#038;via=RingCentral&#038;related=RingCentral' target='_blank'rel=\"noopener noreferrer\">73% of clients think that waiting time is the main frustration when calling customer service <\/a><\/span><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fcall-deflection-digital-customer-service%2F&#038;text=73%25%20of%20clients%20think%20that%20waiting%20time%20is%20the%20main%20frustration%20when%20calling%20customer%20service&#038;via=RingCentral&#038;related=RingCentral' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span><\/p>\n<p>Thanks to call deflection, customers have <strong>an alternative to this waiting time<\/strong>: they can switch to a digital channel to send their inquiry, and <strong>be notified of the answer<\/strong>. Even if the reply is not instantaneous, the<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/asynchronous-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong> asynchronous character<\/strong><\/a> of digital means that they do <strong>not need to stay focused on the interaction<\/strong>, like it\u2019s the case on the phone.<\/p>\n<p>Call deflection also allows customers to run some specific actions <strong>more simply and safely<\/strong>. For example, it can <strong>be used for payment<\/strong>, removing the issues related to <strong>privacy<\/strong> or <strong>misunderstandings on the phone<\/strong>.<\/p>\n<p><img decoding=\"async\" class=\"wp-image-44435 aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/Payment-call-deflection-1024x519.png\" alt=\"\" width=\"651\" height=\"330\" \/><\/p>\n<p>It can also be implemented to <strong>automate tasks<\/strong> such as sending documents (certificates, invoices\u2026) to customers. Instead of making them wait on the phone, the company can decide to redirect them on a digital channel where the document will be sent instantly, at any time.<\/p>\n<p>Finally, call deflection offers <strong>more choice to customers<\/strong>: instead of using the phone by default, they can use multiple digital channels such as <strong>WhatsApp or Facebook Messenger<\/strong>. If they prefer to use the phone, it is also possible.<\/p>\n<h3 class=\"heading h2 h3\">Easier management of interactions for companies<\/h3>\n<p>Call deflection also brings several benefits to companies. Phone calls are generally more expensive than digital channels: according to <a href=\"https:\/\/www.mckinsey.com\/business-functions\/mckinsey-digital\/our-insights\/service-industries-can-fuel-growth-by-making-digital-customer-experiences-a-priority\" target=\"_blank\" rel=\"noopener noreferrer\">McKinsey<\/a>, adopting digital channels <strong>can reduce costs by up to 40%<\/strong>. With a call deflection approach, the company is <strong>progressively reducing the number of phone calls in favor of digital channels<\/strong>.<\/p>\n<p>Thanks to their asynchronous character, the activity becomes easier to manage: agents can handle multiple interactions simultaneously, which <strong>improves productivity and optimizes costs<\/strong>.<\/p>\n<p>Cost reduction is an appealing aspect for companies, but it <strong>should not be the main objective of a call deflection strategy<\/strong>. When deploying call deflection, the priority should be the customer&#8217;s experience, like any initiative concerning their journey.<\/p>\n<p><span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fcall-deflection-digital-customer-service%2F&#038;text=Call%20deflection%20is%20more%20than%20reducing%20costs%2C%20it%E2%80%99s%20about%20better%20customer%20experiences&#038;via=RingCentral&#038;related=RingCentral' target='_blank'rel=\"noopener noreferrer\">Call deflection is more than reducing costs, it\u2019s about better customer experiences <\/a><\/span><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fcall-deflection-digital-customer-service%2F&#038;text=Call%20deflection%20is%20more%20than%20reducing%20costs%2C%20it%E2%80%99s%20about%20better%20customer%20experiences&#038;via=RingCentral&#038;related=RingCentral' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span><\/p>\n<p>By increasing digital interactions, companies can also benefit from <strong>higher levels of customer satisfaction. <\/strong>The conversation history is kept, which helps solve interactions faster and offer a more personalized experience.<\/p>\n<p class=\"p1\"><span class=\"s1\"><\/span><\/p>\n<h2 class=\"heading h2\">How does call deflection work?<\/h2>\n<p>Call deflection can be offered <strong>at every stage of the journey<\/strong>: before the call, while the customer is waiting or during the call. Its implementation requires companies to <strong>carefully look at their customer habits<\/strong>, to define where it best serves customers.<\/p>\n<p>The graphic below show how call deflection can be implemented, regardless of the target channel:<\/p>\n<p><img decoding=\"async\" class=\"wp-image-44470 aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/Call-Deflection-General-Process-01-1024x978.png\" alt=\"Call Deflection General Process-01\" width=\"693\" height=\"662\" \/><\/p>\n<p>Now that you know about call deflection and its objectives, we can explore how to implement it on multiple channels. The requirements to initiate call deflection are as follows:<\/p>\n<ul>\n<li><strong>Match the phone number<\/strong> with their identity on the new channel<\/li>\n<li><strong>Ability to direct the user<\/strong> to this alternative digital channel<\/li>\n<\/ul>\n<p>It can be implemented on the following channels:<\/p>\n<ul>\n<li><strong>Text\/SMS<\/strong> is a channel often used for call deflection because it is versatile. SMS is reliable, fast, can integrate text and links, and does not require consuming mobile data.<\/li>\n<li><strong>Facebook Messenger<\/strong> is one of the most widely used messaging channels for businesses. Features such as m.me links and customer matching support a call deflection strategy.<\/li>\n<li><strong>Apple Business Chat<\/strong> is a service that allows a brand to communicate directly with its customers through the Apple Messages app. Links allowing to initiate a conversation and Chat Suggest are relevant for call deflection.<\/li>\n<li><strong>WhatsApp Business Solution<\/strong> allows businesses to communicate with their customers through a verified account. For call deflection, WhatsApp allows companies to confirm that a customer is registered on this channel and to retrieve their ID.<\/li>\n<\/ul>\n<p>Handling interactions on these channels and integrating them in a call deflection strategy requires the right technology. An omni-digital platform such as <a href=\"https:\/\/www.ringcentral.com\/engage\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>RingCentral Engage Digital<\/strong><\/a> centralizes the management of all digital channels, including those enabling a call deflection strategy. Engage Digital can be used as <strong>a central solution to deploy call deflection<\/strong> on digital channels and <strong>track results with a unified dashboard<\/strong>.<\/p>\n<p>Call deflection is an essential strategy to <strong>support the transition of telephone interactions to digital channels.<\/strong> When implemented in a relevant way within the customer journey, this approach can <strong>improve the customer experience and streamline the support efforts.<\/strong><\/p>\n<p>Centralizing all digital channels into one place is an essential step, both to implement the deflection and to prepare for the growth of digital interactions. <a href=\"https:\/\/www.ringcentral.com\/engage#form\" target=\"_blank\" rel=\"noopener noreferrer\">Contact us now <\/a>to discover how we can help you <strong>set up your strategy.<\/strong><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/ebook\/how-to-launch-a-call-deflection-strategy\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-44436\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/White-PaperCall-Deflection-Download-1024x386.png\" alt=\"\" width=\"620\" height=\"234\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The use of digital channels for customer service is becoming more widespread and offers many advantages: time-saving, alignment with customer habits, and access to the history of interactions. Telephone lines with 1-800 extension numbers have been the predominant channel for customer service. They remain widely used by default or when it is the only visible &#8230;<\/p>\n","protected":false},"author":291,"featured_media":44434,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-44433","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How call deflection enables a better customer experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"The use of digital channels for customer service is becoming more widespread and offers many advantages: time-saving, alignment with customer habits, and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/call-deflection-digital-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How call deflection enables a better customer experience\" \/>\n<meta property=\"og:description\" content=\"The use of digital channels for customer service is becoming more widespread and offers many advantages: time-saving, alignment with customer habits, and\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/call-deflection-digital-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-12T14:43:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-11T18:18:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/Call-Deflection-Customer-Experience.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adrien Lemaire\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adrien Lemaire\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/call-deflection-digital-customer-service\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/call-deflection-digital-customer-service\/\"},\"author\":{\"name\":\"Adrien Lemaire\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/e3a16a1b0258694036e8deda52078e4a\"},\"headline\":\"How call deflection enables a better customer experience\",\"datePublished\":\"2020-10-12T14:43:10+00:00\",\"dateModified\":\"2022-02-11T18:18:35+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/call-deflection-digital-customer-service\/\"},\"wordCount\":1213,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/call-deflection-digital-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/Call-Deflection-Customer-Experience.png\",\"articleSection\":[\"Customer &amp; 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