9 Ways for Achieving First Contact Resolution with Live Chat Support

1. 9 Ways for Achieving First Contact Resolution with Live Chat Support

2. The development of customer service channels has opened up new ways to deliver a better and faster customer experience. Today, around 9 out of 10 customers choose live chat support due to the attractive benefits of interactive engagement with customers, syncing with external apps, reducing the rate of customer decline and first call resolution (FCR) Route customers in smart ways to maximize. With 92% customer satisfaction, live chat support software tops the phone, e-mail and social media support and according to one stat: 79% of customers choose live chat due to immediate support. The first contact resolution, commonly known as FCR, is a mandatory key performance indicator (KPI) for monitoring the customer service department. First Contact means the resolution rate of the first contact being negotiated, providing a quick feasible solution, eliminating the need for the customer to re-contact. What Is The First Contact Resolution? The first call resolution is a standard set for measuring customer satisfaction. The higher the graph of first contact resolution rate, the higher the level of customer satisfaction. Organizations that undoubtedly have high FCRs have high customer satisfaction levels. FCR encapsulates efficiency and effectiveness in a different metric to handle customer curiosities. 9 Ways To Achieve First Contact Resolution With Live Chat Support 1. Support Across Multiple Channels Communication by social media is in vogue. Today companies prefer to invest in various social media channels such as email, phone, chat, Facebook, Viber, Skype, Telegram to communicate with customers. The main objective is to measure and harmonize customer information across various contact channels to provide exceptional customer support. The customer support team manages customer conversations through various channels from one location. Different support channels can be connected and fragmentation can be avoided. Connection of channels allows customer data and automated communication to be synced to provide a better customer experience on your preferred channel.

3. Consolidating the various support channels provides a unique opportunity to address each customer: Get quick and high FCR rate. Get more information in the customer profile. Easy understanding of metrics. See the number of conversations managed by individual agents from time to time Missed conversations See overall customer satisfaction feedback 2. Root Chats With Client Departments For The Right Agents Routing is a better way to organize chat request inquiries to be handled by the appropriate agent of the departments. By routing customer chat to the right department, you can provide excellent support services and improve your first call resolution rate. You can customize the routing according to the internal process through various mediums such as email, social media, chat etc. Benefits of routing: Authorizes your business to stock the best agents for high-end support Maximizes the possibility of quick resolution of the investigation. Effective resolution by the right agent reduces the number of touchpoints. For example, if a customer is looking for software services pricing, they can visit your website and follow automated instructions to connect with the right agent within your organization. 3. Train Your Team With The Right Skills Customers detest waiting and expect immediate service support from someone who has product expertise to diagnose the exact cause of the problem and resolve it in the minimum wait time. Once your business goals objectives are set, the next important step is to train the team to use the live chat tool properly. Giving autonomy with respect to the approach of training agents

4. and sufficient amount of information will help them resolve customer queries / issues on first contact. Contextual skills enhancement will help them stay in the game and help your organization to deal with issues reported by users inefficiently. Tips to follow: Prioritize training on a monthly or quarterly basis. Training should be provided by experienced people on the team. 4. Co-Browsing For Virtual Support Users do not really like solving problems, even if they are providing instructions artistically. Big organizations realize that we live in a lazy world where people expect to do everything for them. How about providing real-time support to web visitors with various channels like Duvim live chat, co-browsing, screen sharing, video chat etc. With co-browsing, your experts can interact directly with the user's system / browser And can help them to complete particular tasks. Remote collaboration features, such as co-browsing, screen-sharing, or presentation are remote collaboration features that are of benefit to both agents and customers to fully direct and fix the issue. 5. Real-Time Resolution With Video Chat Virtual support is the essence of every business. You need to engage with customers globally and incorporate video chat for real-time solutions. Video chat is the best way for a successful real-time solution. This brings the agent's direct contact with the client's issue, a clear picture of the exact cause of the issue and helps to achieve the best possible resolution in the minimum time frame. 6. Canned Responses To Common Questions The time saved can be used productively to plan new business strategies to accelerate the growth of your business. Canned feedback can be a better way to save time for you as well as customers. Prepare a list of canned responses to frequently asked questions that will allow more customers to provide more resolution and increase further efficiency of the team.

5. Canned responses help customers to be present immediately which improves the value of time and respect for customer service. 7. Get Full Customer Profile For Better Feedback Analyzing their behavior to know their customers and estimate their needs helps improve FCR. By gaining access to user information, you can create better leads and convert more sales. The more the organization knows about the customer profile and what they really want, the more they will be able to basically meet their needs. Such practice will increase customer satisfaction and increase the first contact resolution rate. You can learn customer profiles in various ways: Create customer profiles in different groups (eg products, service industries, designations, etc., used by customers) Evaluate the demographic data of customers (age, gender, marital status, income level, etc.) of customers based on the mode of delivery. 8. Customize Live Chat With The Right Messages An appropriate message added to the live chat window will not let the customer know. Getting the right message to your customers in your absence is a must. When there is no agent online, users will get a predefined message that can be easily customized. With automated customized messages you not only improve your first contact solution, but can also gain respect from the customer. You can customize your live chat support software with messages that inform your customers by going into the offline message window. E.g. You must enter your message on the field: Set chat window title: offline message window Configure a congratulatory message: Please leave us a message and we will get back to you shortly. 9. Set Realistic Customer Expectations

6. It is very important to set customer expectations using different methods such as updating waiting times, backlog reports, monitored turnarounds etc. This helps customers to make an expected solution to the problem within a period of time, perhaps within a day or a week. Use waiting time or queue time in such scenarios. It is always a bad idea to overburden your support agents with multiple users simultaneously. To counter this problem, queuing time becomes a very effective and unique solution. Users will be provided with a waiting time when they open the chat. Once your agents have addressed previous users, they can go ahead and deal with the problem with the next user. Bottom Line The above mentioned methods for streamlining the first contact resolution help to streamline the systematic approach. While many may not apply to your situation, changing it to deal with various issues will definitely bring a significant impact on the company's FCR. First call resolution to monitor the first point of frequent contact customer service to create effective dedicated time and resources. In addition, resolve issues that negatively affect the FCR rate and improve the factors to enhance the first contact solution. >> To Try Your Free Live Chat Software, Sign Up Here <<