Improving the time between ticket creation and first resolution is key to creating happier customers. Omnichannel companies with similar metrics use an integrated interface for customer support, which leads to smoother interactions, less repetition, and greater efficiency all round.
This is the total number of views of each page in your help centre. Omnichannel customers in your peer set reduce ticket volume with Guide by providing relevant support with smart self-service resources, such as communities and help articles.
A customer’s time is precious and this represents the average length of contact for a customer on a call. Omnichannel customers in your peer set optimise the length of customer contact by offering a help centre with Guide and a quick response with Chat, allowing agents to prioritise the kind of help that is best given on the phone.
Agents' ability to resolve customer support tickets depends on the system they use. Omnichannel customers with similar metrics to your company can track, prioritise, and solve customer support tickets all in one place, which makes communication seamless and agents much more productive.
*Due to a small sample size, values presented here are global averages.