Remove Customer relationships Remove Customer Service Representative Remove First Call Resolution Remove Knowledge Base
article thumbnail

What to consider when choosing a field ticketing software

ViiBE Blog

At the end of each call, a short survey updates performance metrics such as first call resolution rate. ViiBE’s built-in ticketing system and knowledge base combine the best of video conferencing software with CRM systems. For customers, field ticketing software improves the customer experience.

article thumbnail

8 Types of Customer Complaints and How to Resolve Them

ProProfs Chat

No First Call Resolution. Studies show that 67% of customer churn is avoided if the service request is fulfilled during the first interaction. First call resolution is important for your business. This will enable your operators to deal better with customer complaints.

How To 94
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

What is the value of customer self-service?

ViiBE Blog

Self-service portals expand on this concept by encompassing all of the issues a customer could face with a product or all of the questions they may have. Nowadays, these customer-facing knowledge bases empower customers to find information for their specific situations on their own.

article thumbnail

The best contact center software for your needs

ViiBE Blog

Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Customers called a number and were routed to a customer service representative. Knowledge Base. Co-browsing.

article thumbnail

Creating a customer-centric business strategy

ViiBE Blog

First of all, a properly structured customer feedback survey can give you a good overview of your customer base. Next, your research continues with customer data taken from Customer Relationship Management (CRM) software.