Helply’s Post

Two vendors can quote you deflection rates 30 points apart and both be telling the truth. One counts every conversation a human never touched, including the ones where the customer simply gave up. The other counts problems that got fixed. The 2026 benchmark median for B2B SaaS is 22%. Vendor decks quote 30 to 50%. The distance between those numbers is mostly a definition. We pulled together what teams measured this year. Year-one rates, cost per resolution, CSAT next to human-handled tickets, and the thing that turned out to matter more than which model you buy. That variable is your documentation. Help center touched in the last 30 days: 45%. Left six months: 18%. Article in the first comment. #B2BSaaS #SupportOps #CustomerSuccess #AIinCX