Have you ever encountered a situation when you click on the live chat button on the website promising instant online help and you will not reach anyone? I did At other times, I will contact live chat support and instead of finding the answer to my question, I will move on to someone else who will say that they will check the information and email me later.
I understand that some questions are researched and some issues take time to be diagnosed and fixed.
And yet, I feel frustrated in many such situations, especially when I have to repeatedly explain the issue to another agent or later repeat the same things in an email. As a customer, I want to help here and now while my question is still relevant and the issue is on.
There are probably similar customer experience reasons First contact resolution remains an important metric in customer service. According to the Customer Experience Executive Report by CCW Digital, 70% of clients believe first contact answers for be the main factor while associating with an organization, yet just 10% of organizations accept they dominate in its delivery.
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Below mentioned are the five tips for achieving first contact resolution and making your customers happy.
1. Equip Your Customer Service Team with Professional Tools
How fast an agent can pick up incoming chat depends on the live chat software. When selecting live chat support software, you need to ensure that the tool provides notifications for various live chat events, such as incoming chats, user messages, system messages. It is also important to have options for how to notify the agent, either a sound alert, visual popup, text message, etc. This will allow the customer service team to carefully monitor all incoming and ongoing chats and not miss new customers or theirs. answer
2. Provide Quality Training To Your Customer Service Agents
The support team needs to understand what is expected of them and how to arrive at those results. It helps to outline all the processes and teaches the supporting agents to follow certain steps when approaching various customer situations. They have to follow both an understanding and a strict process to produce good results and respond effectively. If they are not sure what to go for in a particular situation, it is less likely that they will be able to give the customer the right solution.
3. Set Realistic Customer Expectations
The first contact resolution is closely tied to the response time your company provides customers. Not every company can hire a large support team and monitor all conversations 24/7 and chat live within minutes. If you can't do that, it's still fine. The most important thing is to find the right hope from the beginning. If you typically respond to your live chat within several hours, tell your customers about it in your system messages and they won't be worried if you don't answer their question immediately.
4. Take an Active Approach To Live Chat Support
Monitoring your customer's behavior on your website helps a lot in getting better contact solutions. You can see trends, pay attention to how customers react to certain pages of your website. Based on this information, you can put together a customer service script that helps agents contact customers. This will help prevent any potential problems or questions for customers.
5. Ask For Customer Feedback
It is hard to know if you are doing things right without reacting. For this reason it is important to integrate feedback collection into your customer service routine. This information will help you understand pain points, what types of issues usually take longer to resolve and how you can address them better. You can collect feedback from various channels, live chat, email and social media. This will give you different perspectives on your interactions with customers and new ideas on how your team can perform better in live chat.
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