Articles related to technical support strategies, practices and delivery excellence.
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Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.
Social media has captured the attention of businesses of every kind, as well as individual lines of business. Where else can a company quickly locate current and prospective customers expressing their needs, interests, and opinions? It’s no longer a matter of preference whether you leverage social media. It’s time to embrace it, even if it is just to monitor what your customers are saying. But where to start?
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first contact will positively impact customer satisfaction and Net Promoter Scores. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.
This article introduces The TOP 10 PRACTICES FOR MEASURING FIRST CONTACT RESOLUTION.
Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.
What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases at higher rates while other groups close cases at first contact at far lower rates. The question every support team should be asking is “Can we close more cases at first contact? If not, why?”
This article introduces the top inhibitors to closing case at first contact.
The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.
First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition of FCR is essential to identify opportunities to improve customer satisfaction with case management activities and to increase support efficiency and effectiveness. This article provides a consistent and comprehensive definition and approach for measuring First Contact Resolution.
Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.