Customer-Support-Software

Why and How To Measure Customer Support ROI

Customer Support Software

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Companies that still consider customer support as a cost center fail to see how it adds to the bottom-line in long run. Businesses need to understand that retaining existing customers is equally important as acquiring new ones and is rather a less costly process.

...
fcr-blog

Why FCR is no more just a First Call Resolution rate?

fcr-blog

Customer Service has come a long way since the last two decades. Customer Service or Customer Support is no more mere operations but an experience now. Responding to customer queries started over phones, then emails and today to any digital channel that is available. Although phones were a thing earlier that is changing gradually and so is the abbreviation - FCR. A lot of contact centers, customer service teams used it and still use First call resolution as a key metric to measure customer satisfaction and optimize operations cost. But with a plethora of digital channels opening up, the term is no longer the First call but First Contact Resolution rate. Customers can't be restricted to any channel. its the BPOs', customer service teams and other organizations' onus to provide support on different digital channels ( social media, Chat, messengers, email, SMS, video etc.) and preferably in a single touch.

...