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
Sprinklr를 신뢰하는 세계적인 브랜드
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.
통합 연락 센터 솔루션으로 AkzoNobel UK가 응답 시간을 80% 단축한 방법
간소화된 서비스 센터로 선제적인 지원 제공
AkzoNobel UK는 이제 6개의 소셜 채널에 있는 서로 다른 6개의 브랜드와 19개의 계정에 대한 소셜 고객 서비스를 '단일 연락 센터 솔루션'을 통해 제공합니다.
인게이지먼트 172% 증가
AkzoNobel UK가 고객 여정의 모든 단계에서 고객을 지원하면서 상호 작용, 긍정적 감정과 함께 그 도달 범위는 급격하게 증가했습니다.
평균 응답 시간 80% 단축
Sprinklr를 통해 평균 응답 시간을 일 년 만에 5시간 42분에서 70분으로 단축함으로써 감정이 개선되고 고객 만족도가 더 높아졌습니다.
문의해 주셔서 감사합니다.
Sprinklr 담당자가 곧 연락드리겠습니다.
지금 Sprinklr에 연락하여 조직의 특정 사용 사례 및 니즈와 일치하는 맞춤형 데모를 신청하고, Sprinklr Service를 통해 모든 채널의 모든 접점에서 더 나은 고객 경험을 제공하는 방법을 알아보십시오.
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