Second, knowledge base articles can be easily found online or on your website if listed properly. This solves the problem the first time around and leads to a stronger FCR. They're effective customer education tools that answer the specific question someone has by pointing him or her to the solution. If customers are calling about an answer to the same question consistently, it might be worth investing in a company knowledge base or FAQ section to serve as an online library of answers to common questions about your product or service.įor example, HubSpot's knowledge base contains answers to questions like “How do I import my WordPress blog posts onto HubSpot's blog?” and “How do I see the historical values of a contact or ticket property?”Ī knowledge base can help improve FCR in a couple of ways.įirst, knowledge base articles outline a step-by-step solution to questions that don't require a hyper-personalized response.
Respond to customer support inquiries quickly.Route calls and contact touch points to improve experience.Optimize your internal documentation for ease of access.
BEST RESOLUTION CALCULATOR DOWNLOAD
Need to track FCR in your company? Download HubSpot's Customer Service Metrics Calculator to calculate and monitor your first call resolution rate over time and see how you're improving. Featured Resource: First Call Resolution Calculator The result? Shorter wait times for customers to get answers to their calls and emails and a more productive customer service team. This means fewer repeat calls, thus fewer total calls in the day. If a problem is solved the first time a customer calls or emails, this means they won't be calling or emailing again about the exact same problem. It helps get the most out of your support staff. On average, the dissatisfied customer will tell up to 15 people about a negative experience with a business, so making the interaction positive and helpful the first time around might negate any pre-call frustration or post-call chaos.Īnd when customers are willing to spend 16% more for better service, it certainly can't hurt to provide that service for every support inquiry. If you can address the concerns of a customer in a swift and friendly way, you might be able to turn a potential detractor into a possible promoter for your business. It can change the mind of a dissatisfied customer. Solving for a customer's pain point - ideally the first time the customer reaches out about the problem - can mean the difference between customer retention and customer churn.
The spillover effects from an unresolved customer complaint or issue are too threatening to ignore - 67% of customers list poor customer service as their primary reason for churning. Good first call resolution helps retain customers. Here are a few specifics as to why obsessing over FCR is healthy for growth-minded businesses: 1.
Optimal first call resolution is an essential focus for all companies that strive to deliver quality service to their customers. First call resolution, also known as first contact resolution or FCR, is a company's ability to handle a customer's call, email, question, or complaint during their first outreach for that specific incident.
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