Support Ticket Deflection Professional Services Offering

This document is a guide detailing the Support Ticket Deflection Series, a six-session professional services offering by Pendo. The objective is to assist customers in optimizing their support ticket deflection processes through product-led methodologies. The sessions include a discovery phase to understand current deflection methods, metrics, and objectives, followed by reviews of product-led methodologies and tools within Pendo that facilitate self-service and deflection of support tickets. The guide outlines the implementation activities, which involve customer participants such as champions and support teams, and describes the roles and responsibilities of both customer and Pendo personnel throughout the engagement. It also includes assumptions regarding customer access to Pendo and the necessity for participants to be familiar with the platform. The document concludes with dependencies related to the engagement and the stipulation that services must be consumed within a specified timeframe.