How to Measure and Improve First Contact Resolution (FCR) on Live Chat [Infographic]

First contact resolution (FCR) is one of the most important criteria to measure your customer support team success. Have you ever paid attention how fast your customers’ support queries via live chat are resolved and how many times your customers need to contact back regarding the same issue? Here is some data which will help you to understand this criteria and will show how this influences your customer satisfaction rate and your customer loyalty.

FCR on Live Chat
FCR on Live Chat

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<a href="http://www.providesupport.com/blog/measure-improve-first-contact-resolution-fcr-live-chat/"> 
<img src="http://www.providesupport.com/blog/wp-content/uploads/2014/05/Infographic_FCR_on_live_chat.png" 
alt="How to measure and improve FCR [Inforgraphic from Provide Support]" width="800" height="3670" border="0" /></a> 
<p>From: <a href="http://www.providesupport.com/">www.providesupport.com</a></p>

Enjoy!

Olga
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Olga

Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC
Olga is a Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC. She is a writer and blogger on customer service innovation, customer service excellence and customer support technology.
Olga
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