How to use this calculator
- Enter or choose self-service sessions.
- Enter or choose sessions that still raised a case.
- Enter or choose sessions with a real support need.
- Enter or choose cost per assisted case.
- The case deflection rate updates as you type. Use Copy result or Share to keep it.
Method
Needing help = Sessions × Need%; Deflected = Needing help − Cases raised; Deflection rate = Deflected ÷ Needing help × 100; Savings = Deflected × Cost per case
- Need%
- share of sessions that would otherwise have become a case
- Cases raised
- sessions followed by a case
Worked example
- Sessions with a real need: 8,000 × 60% = 4,800.
- Deflected: 4,800 − 1,200 = 3,600, so the rate is 3,600 ÷ 4,800 = 75%.
- Savings: 3,600 × 12 = 43,200.
Self-service deflected about 3,600 cases (75% of real support needs), saving roughly 43,200 in assisted support.
What the result means
The raw rate (every session counted) flatters self-service. Use a conservative need share, and check that deflected customers do not come back through another channel within a few days.
Assumptions and limits
- The need share is your estimate; the result is only as good as that estimate.
- Each deflected session would otherwise have become exactly one case.
- Product names such as Salesforce are trademarks of their owners. This calculator is independent, is not affiliated with or endorsed by any CRM vendor, and uses only the figures you enter.
- Customers who gave up without help look like deflections; survey a sample to check.
- The cost of running the self-service channel is not subtracted.
Questions
How do I estimate the share with a real support need?
Ask “Did this answer your question?” on articles, or count sessions that started from a contact page or a product error.
Is deflection the same as self-service score?
No. A self-service score compares self-service use with assisted cases overall; deflection asks how many of those sessions avoided a case.