{"id":50964,"date":"2024-09-12T16:24:07","date_gmt":"2024-09-12T14:24:07","guid":{"rendered":"https:\/\/enreach.es\/?p=50964"},"modified":"2024-10-02T11:11:53","modified_gmt":"2024-10-02T09:11:53","slug":"customer-service-software-features-to-help-you-improve-fcr","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/customer-service-software-features-to-help-you-improve-fcr\/","title":{"rendered":"6 customer service software features to help you improve FCR"},"content":{"rendered":"
Level: <\/strong>Intermediate<\/h5>\n

Failing to achieve a good first contact resolution (FCR), i.e. resolving most enquiries on the first interaction<\/strong>, can have serious consequences.<\/p>\n

This metric can lead to more dissatisfied customers who call back repeatedly in frustration<\/strong>. This situation has a negative impact on both the customer and agent experience.<\/p>\n

Why is FCR so difficult to improve?<\/strong> Because it depends on many factors, including the customer service software<\/a> you’re using.<\/p>\n

On the one hand, FCR reflects the ability of agents<\/strong> to resolve issues during the first call. If agents lack the right knowledge<\/strong> or there are information silos, improving FCR will be a challenge.<\/p>\n

On the other hand, it also depends on how streamlined our internal processes are<\/strong>. The easier it is to close a ticket or escalate an issue, the faster we can resolve a request.<\/p>\n

That’s why it’s important to consider whether the software we use to help customers is helping or hindering us<\/strong>. If we want to improve this KPI, here are six key features that can’t be overlooked:<\/p>\n

1. AI TO QUALIFY<\/span> INTENT<\/strong><\/h2>\n

The first step is to ensure that agents know the customer’s needs<\/strong> before the call begins. The IVR (Interactive Voice Response) menus we use to qualify intent don’t provide deep insight into the reason for the call<\/strong>, nor do they fully inform the agent of the information gathered.<\/p>\n

Therefore, one of the current uses of AI for contact centres<\/a> is to improve information gathering<\/strong>. This technology not only summarises the reason for the call or chat with complete accuracy, but also analyses the customer’s emotions<\/strong> and provides a detailed summary of the call or chat once it’s finished.<\/p>\n

2. CALL AND CHAT ROUTING<\/span> SYSTEM<\/strong><\/h2>\n

The second step is to ensure that we have a system that connects customers to the best available agent.<\/strong><\/p>\n

Imagine a customer with a complex technical issue being automatically routed to the most technically skilled agent<\/strong>, while simpler queries are routed to junior agents.<\/p>\n

Automatic Call Distribution (ACD) tools allow us to set parameters, such as an agent’s skills<\/strong>, that are taken into account when routing a call.<\/p>\n

However, ACD cannot be used in digital channels<\/strong> such as WhatsApp. That’s why many contact centres are opting for an AI-based model for advanced transfers.<\/p>\n

For example, AI allows us to configure agents’ skills and take into account the last agent the customer interacted with<\/strong>, routing the chat or call to the same agent where possible.<\/p>\n

3. INTEGRATION<\/span> WITH AI AND CUSTOMER MANAGEMENT PROGRAMMES<\/strong><\/h2>\n

The third key point is to<\/strong> give agents instant access to all the information they need <\/strong>about the customer they’re serving.<\/p>\n

On the one hand, we’ll need to<\/strong> integrate AI with customer service software<\/strong> so that the bot that qualifies the customer’s intent can send agents a summary and transcript<\/strong> of the previous conversation with the customer.<\/p>\n

On the other hand, we’ll also need to integrate voice with the CRM, ERP or ticketing tool<\/strong> so that when the agent receives the call, the customer’s profile is automatically opened<\/strong>, showing their interaction history and any open cases.<\/p>\n

4. INTERNAL CHAT<\/span> FOR SUPPORT AGENTS<\/strong><\/h2>\n

Resolving more than 80% of queries in the first interaction<\/strong> used to be impossible because it required all agents to have the same level of knowledge – until the arrival of artificial intelligence.<\/strong><\/p>\n

Just as we use ChatGPT personally to resolve questions, we can create a private ChatGPT<\/strong> that is fed by internal company knowledge (manuals, procedures, tips, etc.).<\/p>\n

By enabling an internal chat with generative AI, agents can resolve queries that would otherwise need to be escalated<\/strong> to an expert or supervisor.<\/p>\n

5. MONITOR<\/span> FCR IN REAL TIME<\/strong><\/h2>\n

You can’t improve what you don’t measure. That’s why it’s essential to have a dashboard within your customer service software<\/strong> that tracks this KPI in real time, both at an individual and team level.<\/p>\n

With charts that update this metric on a second-by-second basis, we can quickly identify which processes are failing<\/strong> or which queries are more difficult to resolve on the first call.<\/strong><\/p>\n

6. SEND SATISFACTION SURVEYS<\/span><\/strong><\/h2>\n

Listening to customer feedback<\/strong> is essential to improving FCR. Regular CSAT and NPS (Net Promoter Score) surveys allow us to identify problems from an external perspective.<\/p>\n

That’s why our customer service software should allow us to send surveys whenever we want<\/strong> and review the results afterwards.<\/p>\n

Customer feedback will help us identify specific areas of friction<\/strong> and address them before they escalate into major problems.<\/p>\n

FINAL<\/span> THOUGHTS<\/strong><\/h2>\n

As we’ve discussed, there are many factors involved in improving first-time resolution. But it all starts with using the right technology.<\/strong><\/p>\n

Omnichannel Contact Centre<\/strong>, our customer service software, is already integrated with EVA<\/strong>, our virtual assistant, to help agents access more information<\/strong> and give supervisors better insight into the data.<\/strong><\/p>\n

LET US HELP<\/span> YOU IMPROVE YOUR FCR<\/strong><\/h2>\n