Don’t Miss First Contact Resolution Opportunities
Does your company have analytical measurements dedicated solely to monitoring first contact resolution?
If not, it should. First contact resolution is the percentage of customer support or customer service inquiries that are resolved upon first contact with your company. And this doesn’t not consider the channel, so if a customer contacts you via email and then follows up via phone because the problem is unresolved, that’s a second contact.
Maximizing first contact resolutions should be part of every company’s best practices process, as it really speaks to the efficiency of the operation. Having to deal with second and third contacts is not only a time-suck, but it speaks to the quality of your customer service team.
First contact resolution should really be part of that commitment a company makes to keep customers satisfied. By choosing to not track it, vigorously, a company could be making a fatal mistake. For more on first contact resolution, watch the video from OpenView Labs featuring Bill Price.
UserIQ surveyed 400+ SaaS leaders and found that one of the greatest opportunities for companies today is a stronger alignment between their customer success and product management teams. Learn why here.
As healthy companies continue to grow it becomes harder to do so at the same rate through new logo acquisition. Companies spend an inordinate amount of effort on labor-intensive adoption and reactive, renewal processes with little or no regard to creating a disciplined expansion strategy. It’s time to change your strategy. It’s time for Customer Success 2.0.
Catch up on the latest Summer Slump Series: Customer Success edition. We compiled the top CS content to help you get ahead and make you and your team as successful as possible.