DigitalGenius’ Post

Ticket Deflection is a worthy goal, but be careful about deflecting customers away from getting an answer. It's much better to focus on Ticket Prevention (i.e. making sure it's easy to find answers) and Ticket Resolution (i.e. solving customer issues through automated means, and human teams) Read our blog to find out how: https://lnkd.in/eY8pbDyP

Are you depending on support tickets or customer complaints to identify errors on your site? Often, these submissions lack sufficient information. As a result, your workflow is likely reactive—and that's costing you. Here’s how: - High costs and resources wasted on investigating issues  - Vague error reports make it difficult to replicate errors - Only 10% of customers report errors—meaning 90% go unreported You need to repair reactive workflows with: - Session recordings - Detailed error information  - Streamlined error resolution But here’s the kicker: you need both proactive and reactive strategies. Most companies lack the resources for proactive workflows. If you rely solely on reactive measures, you’re missing out. Here’s how our customer Pampered Chef has benefitted from proactive error monitoring with Noibu:   “The biggest gap that Noibu fills in our tech stack is providing front-end error detection capabilities, which allows us to be more proactive in addressing user issues quicker so that they’re not sitting out there for months or years without our knowledge. We can now see those and understand the full scope and impact of these errors for us to properly prioritize their resolution.” - Nathan Armstrong, Director, Customer Solutions at Pampered Chef Don't leave 90% of errors unreported. Integrate both proactive and reactive error monitoring to enhance your customer experience and streamline resolution.  What strategies have you implemented to improve your reactive and proactive workflows? 

First Contact Resolution: The Customer Service Metric That Can Make or Break Your Team (and How to Measure and Improve It in Zendesk) Let's be real, folks: customer service can be a tough gig. You want to keep your customers happy, but you also need to be efficient. And sometimes, those two goals can feel like they're at odds with each other. But what if I told you there's a metric that can help you achieve both? It's called First Contact Resolution (FCR), and it measures how often you're able to solve a customer's issue in a single interaction. A high FCR rate means happy customers and a more efficient team. A low FCR rate? Well, let's just say it's not pretty. But measuring FCR accurately can be tricky, including in tools like Zendesk. And even if you can measure it, how do you actually improve it? That's where our latest blog post comes in. We dive into all things FCR, including: 👉 What FCR is and why it's important 👉 Why it's so hard to measure accurately (and how to do it anyway) 👉 Five strategies to improve your FCR rate Whether you're a customer service pro or just starting out, this post has something for you. So head on over to our blog and check it out! https://lnkd.in/e2FkZckD P.S. If your FCR rate is 100%, you might want to check if your customers are actually robots. 😉

According to Salesforce’s State of Service, 65% of customer service agents reported that their cases were more complex than one year ago. With case complexity growing, how do you continue to strive for case handle time goals? The key is to make the processes for resolving cases simpler. If you can reduce the time agents spend doing manual tasks, they have more wiggle room to dive deeper into complex issues.

Five Whys Technique: Solving Customer Support Issues Scenario: A software company experienced a rise in customer complaints about slow response times from the support team. Action: The management used the Five Whys Technique. • Problem: Slow response times. • Why? Support tickets are taking too long to resolve. • Why? Support staff are handling too many tickets simultaneously. • Why? Lack of automated ticket sorting. • Why? Outdated support system. • Why? Insufficient investment in support infrastructure. Result: The root cause was identified as an outdated support system. By investing in a new, automated ticketing system and providing additional training to staff, the company reduced response times by 50%. Customer satisfaction ratings soared, and the company saw a significant reduction in churn rate. #FiveWhys #CustomerSupport #RootCauseAnalysis #Improvement

Struggling to keep your terminal operations efficient and customer-centric? From enhanced availability to a proven security model, explore the six features your customer service portal must have in our recent blog post: https://hubs.ly/Q024HzCw0

Ever wonder why customer support feels so outdated in 2024? Read our latest blog post and hear our take on why it feels that way and how we fix it. https://lnkd.in/ekEqBNxP

Mastering call center compliance is crucial for business success and customer trust. Our blog explains what call center compliance is and why it matters, detailing specific laws and regulations you need to follow. Through it, you'll also discover key practices and technologies to ensure your call center stays compliant. Check our write-up at https://lnkd.in/g-dGfcV9. #OutsourcePhilippines #CallCenter #ContactCenter #CallCenterCompliance

Uncovering the Root Cause: A Guide to Resolving Customer Issues Effectively https://lnkd.in/gqfUVTN5 #callcentertips #OCCTips #resolvingcustomerissues 

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/e4Cc4guG .