FIRST CONTACT RESOLUTION
Make customers happier by solving their problems faster with first contact resolution.
Eliminate escalations and make customers happier by resolving their issues the first time they reach out — not just the first time they call — with Sprinklr Service. Automation software, automatic call distribution (ACD), and self-service solutions from Sprinklr give your teams the tools they need to reply and deliver first contact resolution (FCR) rapidly via SMS, chat, voice, social media, traditional, and digital channels.
33%
of customers expect their issues to be resolved within a single interaction.
Microsoft
世界のトップブランドがSprinklrを支持
Improve FCR by 90%.
Sprinklr’s contact center software leverages AI, automation and agent assist tools to identify issues, route cases to the agents best-suited to resolve the problem, and provide each team member with a full 360-degree view of every customer’s details — so you can solve customer issues faster.
Serve customers 50% faster.
Unify your contact center to serve customers quickly with AI-powered Sprinklr features like automatic call distribution (ACD), conversational interactive voice response (IVR), voice bots, contact center analytics, automated quality, smart routing, and workforce management — all from a single platform that eliminates silos and streamlines workflow.
Boost your profit margin up to 41%.
Eliminate escalations, reduce the burden on agents, and lower costs by delivering proactive care to more customers with Sprinklr Service’s automated workflows, Smart Responses, and self-service solutions like Knowledge Base articles, community forums, chatbots, and Smart Routing.
How can improving first call resolution increase CSAT and lower costs in your contact center?
CSAT drops 45% when customers don’t receive the resolutions they’re seeking at the first point of contact, according to Forbes. How can your contact center deliver the resolutions your customers expect the first time they reach out — and increase your CSAT and support performance in the process?
The answer is Sprinklr Service, built on the world’s only unified customer experience management (Unified-CXM) platform. It analyzes conversation sentiment in real time, surfaces relevant Knowledge Base articles and cases with similar resolutions, automatically routes cases, highlights previous satisfaction scores, and provides Smart Responses so agents can quickly and easily help customers faster on the first try. Sprinklr Service also improves FCR by ensuring your customers can help themselves before contacting your support team with self-service software — leading to faster resolutions, happier customers, and agents who are free to focus on what matters the most.
Improve FCR up to 72% with Sprinklr Service.
Connect with our experts to discuss your goals and use cases to speed up resolutions by solving more customer issues at first contact with Sprinklr.
Retain more customers with proactive care.
Help agents deliver fast, personalized experiences by giving them full context for every customer interaction — with data from multiple internal systems and conversations across 30+ digital and social channels.
Personalize interactions at scale with AI.
Sprinklr AI maximizes each agent’s ability to handle fluctuating caseloads by helping customers get the right support at the right time — leading to faster resolution and reduced time-per-interaction.
Boost brand loyalty with faster resolutions.
Sprinklr’s automation proactively engages with customers to address problems at the right time — before issues turn into visible evidence of a bad customer experience, and your company becomes famous for the wrong reasons.
AkzoNobel UK社では統合コンタクトセンターソリューションを活用し、応答時間を80％短縮しました。
効率化されたケアセンターでプロアクティブなサポートを提供
AkzoNobel UK社では、6つのソーシャルチャネルで6つのブランドと19の異なるアカウントのソーシャルカスタマーケアを単一のコンタクトセンターソリューションで提供できるようになりました。
エンゲージメントが172%向上
AkzoNobel UK社では、カスタマージャーニーのあらゆる段階で顧客をサポートすることにより、インタラクションやポジティブセンチメント、さらにはアーンドリーチが大幅に増加しました。
平均応答時間を80%短縮
Sprinklrを導入してわずか1年で平均応答時間が5時間42分から70分に短縮され、センチメントや顧客満足度が向上しました。
TrustRadiusで2020年度に高く評価されたソーシャルメディアのモニタリングツール
「ソーシャルメディアでは、ネガティブなカスタマーエクスペリエンスが山火事のように広がることがあります。Sprinklrのおかげで、火傷する前にソーシャルメディアの火を消すことができます」
G2社のカスタマーサービスプロダクト トップ50
「ビジネスがソーシャルメディア上でつながる方法といえばこれしかありません。Sprinklrのインターフェイスはシンプルで、とても気に入っています」
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