First Contact Resolution
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First Contact Resolution
Our expertise: Achieving instant first contact resolution for every customer query
First Contact Resolution, also known as one-touch resolution, is the ultimate goal of effective customer service. It means providing comprehensive support that guides customers to a satisfactory resolution during their initial interaction with the support team, particularly in the case of email support where the issue should be resolved in a single message response.
Our help desk support team stands out with their in-depth product knowledge, robust knowledge banks, real-time insights on your marketing campaigns, and proactive troubleshooting skills. Over the years, we have consistently maintained a high First Contact Resolution rate of 58%, which is a testament to our unwavering commitment to delivering top-notch service. At our company, we aim to provide prompt solutions that exceed our customers’ expectations on the first contact.
How we calculate this metric?
The cost per ticket is directly impacted by the number of email exchanges required to resolve a customer’s inquiry. As a result, measuring First Contact Resolution (FCR) is a straightforward process that only requires two figures within a specific time frame:
- The number of emails that were received and resolved in a single interaction.
- The total number of FCR-eligible emails received during the same period.
To calculate the average FCR in email support, simply divide the number of resolved emails by the total number of FCR-eligible emails received. It’s important to note that FCR-eligible emails only include those that don’t convey the wrong message or result from an error on the customer’s end. By keeping track of this metric, businesses can optimize their customer support operations to reduce the cost per ticket and enhance the customer experience.
How we optimize this metric?
With proactive preparation and a deep understanding of customer issues, our team is capable of resolving over 50% of emails in the first response. Achieving a successful resolution on the first attempt not only saves time and resources, but also contributes to an effortless customer experience, which is our top priority.
We empower our team with the necessary knowledge and tools to anticipate and address customer concerns before they escalate. By doing so, we increase the likelihood of providing a satisfactory resolution in the initial email response. This approach not only streamlines our support process but also instills confidence in our customers that their issues will be addressed promptly and efficiently.
Helpdesk Support Tools
Our team’s proactive readiness is our top support strategy. We arm our representatives with comprehensive product knowledge, including pricing, features, and usage, to provide thorough support to our customers. Additionally, for general inquiries, we utilize specific message responses that are derived from our analytics-based reports on your product. Our representatives can quickly sort and send these responses within minutes or even seconds, saving valuable time and resources.
To further support self-help, we integrate relevant FAQs on your website’s homepage and product pages. We continuously improve these general email responses and FAQs using our software, which notifies us if a certain support content is not yielding the desired solution to our clients’ queries. This allows us to stay up-to-date with the latest trends and needs of our customers and provide them with the best possible support experience.
Core Analysis
In order to provide the correct response, it is essential that we fully comprehend the issue described in the email. While our self-service FAQs provide a comprehensive guide to the purchasing process, we recognize that customers who contact us via email may require technical support, clarification on a critical issue, or simply lack the time to consult the FAQs.
We take the time to carefully consider each query and respond with clear and concise answers that are tailored to the specific needs of the customer. Our team strives to provide easy-to-understand solutions that are suitable for customers of all technical abilities. By prioritizing effective communication and a customer-focused approach, we are able to consistently provide high-quality support that exceeds our customers’ expectations.
Convenient Cuing
Customers who have questions require immediate and practical support, which is why we offer real-time updates and screen shots to assist them. We understand that certain queries are best explained through visual aids, such as links to follow, forms to fill out, or step-by-step troubleshooting instructions. Our approach is akin to shopping in a high-end boutique, where a courteous salesperson takes you directly to the item you are seeking.
By providing personalized and attentive support, we aim to build a relationship of trust and confidence with our customers. Our team goes above and beyond to ensure that each customer’s unique needs are met, whether they require technical assistance or clarification on a complex issue. With a focus on clear communication and effective problem-solving, we strive to provide the highest level of support possible.
Personalized Customer Experience
We use a priority-based tagging system for our frontline support, which takes into account the customer’s status as a loyal, returning, or new customer. Our automation software also saves previous emails from customers, which are organized using relevant keywords, allowing our reps to quickly access information about a specific buyer. This enables us to provide a personalized service to each customer, tailored to their individual needs and preferences. By taking a customer-centric approach to our support, we aim to build lasting relationships with our clients and provide them with the best possible experience.
Ask for More
Email customer support is a unique channel of communication that differs from other forms such as phone or live chat support. Unlike the latter, customers do not have a direct interaction with the support representative, making it difficult to gauge their issues. It is not uncommon for customers to be unsure about the problem they are experiencing or the question they should be asking. According to research, a significant number of customers are hesitant to speak up about their issues, which can hinder effective problem-solving.
To address this challenge, we make sure to end every response with a question that confirms if the customer’s issue has been resolved. This helps us identify any further confusion and provide a more personalized solution. We recognize that customers may not always ask for additional help even if they are still unsure, which can lead to them making the wrong choice. Our team is committed to making the resolution process as effortless as possible.
Through the use of advanced helpdesk tools, highly skilled professionals, and automation, we have maintained a high first contact resolution rate. This ensures that our customers are satisfied, our representatives are stress-free, and our business continues to thrive.