Understanding One-Touch Resolution in Customer Support
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 quality of the support experience. While complex issues may require more back-and-forth, minimizing these interactions can improve the time to resolution and communication clarity. For more details, check out the originalZendesk article.
More related questions
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…
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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