Even if you aren’t into soccer, I’m sure you have heard this expression: keeping a clean sheet. This is when the goalkeeper is yet to let in any goals. It’s quite an accolade and talked about a lot by commentators and fans. It can have a strong psychological effect on how you think the game is going to go, as you tend to trust his “safe pair of hands” more.

In a similar way, not letting in any goals in your business can be an important factor in its success. When dealing with customer issues through live chat, you want to deal with as many issues as you can in the first instance, keeping a high first contact resolution rate, or FCR. You don’t want to let in any goals —miss opportunities to solve issues at the first contact.

Customers who leave conversations frustrated or have their issues drag on may leave you and increase your churn rate. Compare this to those who get their issues solved first time. This increases your consumer satisfaction-rate, which may help to keep them loyal. In turn they may be so impressed that they become brand advocates.

Let’s look at some techniques that could help you to keep a clean sheet (increase your FCR):

Get it Right First Time

Connecting a customer to someone from the right department, so you can handle their query right away could help increase FCR. You can ask them to fill out a pre-chat questionnaire or collect relevant information with a chatbot whilst they are waiting.

Post-Chat Questionnaires

To keep your FCR rate high it can help to continually evolve and stay ahead of the game. Researching what customers actually think of your service and what they need is one way to do this. Post-chat surveys can be a great way to listen to customer feedback.

Use Your Tools

Any live support software worth its salt will have a choice of features that may help to get things sorted out the first time.

Smart Tip:
Xeno has screen sharing capabilities, file sharing and a knowledge base to keep your staff up to speed.

Check

This is a simple one. Before leaving a conversation, your staff could ask: “Has that solved the issue for you today?”. Just to check, to save them leaving unsatisfied.

Stop Letting Those Goals In

Hopefully these tips help you to increase your first contact resolution rate and therefore consumer satisfaction. A strong live support software such as Xeno can help to strengthen this process, with a wealth of features to make daily life easier for your reps and customers, such as a shared team inbox, conversational bot and easy to create post chat surveys to listen to customer feedback. Get started today.