Being customer-friendly, fast and accurate. This is how you would like your company’s Customer Service to work. Preferably with first-line help if possible, through second- and third-line help when needed. But what if there still is room for improvement, what if you could be smarter and cheaper? Here is our experience.
Because customer friendliness and Customer Service are vital for your company, you invest in your relationship with your customers. Customers with questions are your first-line Customer Service agents. If these employees are unable to answer the customer’s question autonomously, they will contact second or third-line help. This slows down the call resolution, dissatisfies the customer, and creates higher costs. There must be a better way.
First call resolution: answer as many questions as possible without redirecting
For questions related to legal issues, regulation and other complex subjects, the first obstacle is that the answers to the questions asked are to be found in expert documents by the help desk employee. The authors of these documents are domain experts who write down on their knowledge and experience. But also with their terminology. Which is not necessarily known by your 1st line Customer Support agents. A mismatch in language and understanding of the content.
A second obstacle is that even if the Customer Service Agent understand the expert documents, he or she has to read the documents in order to find the relevant paragraphs containing the answer(s). A time-consuming and error-prone activity.
Obviously it is your goal to solve as many questions as possible in the first line. That way you can save money by avoiding redirection AND provide better customer service. First Call Resolution is a corner stone of every Customer Service Center. And we can help you to improve it. (Read more about measuring First Call Resultion in this article.)
Search knowledge-based and language-independent
A good example is the trial we organized with a large payroll service to answer customer questions about premiums, bonuses and the complex issue of salaries. The relevant regulations are set out in documents written by experts.
They compared their internal search tool with the Alexandria.Works tool. Alexandria.Findr (using Topical Facets™(*)) answered three times as many queries correctly as their internal tool. This also means that the second and third-line employees were interrupted three times less. Knowing that they have 280 first-line Customer Service agents, this is a considerable improvement in terms of efficiency.
(*)Topical Facets™ carries out knowledge-based searches and is fast, flexible and language-independent. No matter what language your documents are written in, the system always finds relevant meanings. Due to the low threshold, the tool can be used in various domains. You will find more information about Alexandria.Findr and Topical Facets™ on this page.
Help faster, increase satisfaction and save money
In the Customer Service desks in the example, expertise is drawn from documents. By increasing the efficiency of your first-line Customer Service desk, customers are serviced faster and customer satisfaction improves. And there is a major saving on second-line assistance.
Curious about how we can make your customer service smarter? Call us to meet for a cup of coffee and we’ll explain our approach in great color and detail.