Technical Customer Support: A Hidden Revenue and Loyalty Creator

There’s a sea change transpiring within customer support right now owing to ever-increasing customer expectations and complexity around problem-solving.

And the question is: Are you ahead of the curve?

Indeed, consumer behaviours are changing. The landscape is changing. And support dynamics are changing with them. Customer service has evolved into a key business battleground and a critical component in the buying journey against waning consumer loyalty. Queries will arise and issues will surface with products and services – that’s unavoidable; a natural part of business. What’s determinative now is how quickly, comprehensively, and effectively brands deal with them. Suffice it to say, one of the single biggest ingredients of standout customer service today is a company’s ability to resolve problems at the first time of asking – otherwise known as first contact resolution (FCR).

So, how are customer management leaders responding to this imperative?

To find out, CCW Europe and GoTo teamed up to survey the members of the CCW Europe community. The results are laid out in this report alongside some actionable strategies that CX teams can adopt to really propel their FCR rates to new levels.

Key Findings Include:

• Only around one in two brands currently have an FCR rate north of 70%
• 63% of brands have improving FCR either high or very high on their CX agenda
• 63% of brands report that IVR technology is their primary tool when it comes to driving FCR
• 65% of brands have no visual customer support in place whatsoever

Want to dig deep into how customer management leaders are cultivating memorable customer experiences through FCR? Download the full report now.