Boost One-Touch Resolution with Self-Service Options
How can self-service options improve one-touch resolution?
Self-service options can significantly enhance one-touch resolution by empowering customers to solve their issues independently. By tracking top issues and creating helpful articles, you can build a robust Help Center. This not only deflects tickets but also ensures that customers find solutions quickly. With 72% of customers preferring to serve themselves online, meeting them there can reduce the need for direct support interactions.
More related questions
What is one-touch resolution and why is it important?
One-touch resolution (OTR) is when a customer support issue is resolved in a single interaction. It's important because it closely relates to customer satisfaction (CSAT). The fewer the interactions needed to resolve an issue, the higher the…
What role does ticket triage play in improving one-touch resolution?
Ticket triage is crucial for improving one-touch resolution as it ensures that tickets are directed to the right team quickly. By having subject matter experts and a well-organized advocate team, complex issues can be resolved more efficiently….
How can identifying top performers help in achieving one-touch resolution?
Identifying top performers can help achieve one-touch resolution by leveraging their efficiency and strategies. By analyzing interactions through tools like Explore, you can recognize team members who excel. Organizing lunch-and-learn sessions…
Why are macros beneficial for one-touch resolution?
Macros are beneficial for one-touch resolution because they streamline repetitive responses and troubleshooting steps. By creating macros for specific ticket types, agents can ensure all necessary questions are asked, reducing back-and-forth….
When should you consider calling a customer to resolve an issue?
Consider calling a customer when there's ongoing back-and-forth, miscommunication, or long delays in replies. A phone call can quickly establish common ground, lead to a faster resolution, and prevent a ticket from escalating negatively. It's a…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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