First Contact Resolution - Salesforce Contact Centre App

Track and change cases and processes that are

causing internal delays and customer effort

First Contact Resolution

First Contact Resolution – in an ideal world all customer requests would be dealt with successfully first time, however, we all know this isn’t the case. There are processes, knowledge, skills and a lot of other things that stop us from doing this.

In-gage uses Salesforces case handling and a set of analytics to track which cases are causing customer effort and internal effort. This will to not only allow you to see which process cause pain and put actions to resolve them, but it will allow you to see skill gaps in the frontlines knowledge which mean you can provide targeted training and coaching to improve your first contact resolution.

Who are In-Gage?

We started In-gage to solve the problem we had faced for over 20 years; Why would you offer a great experience, where is the monetary value and can it be proved?

So after years of learning from some of the best (Ritz Carlton, Hollister, Disney, Starbucks, John Lewis, Harvard and Umpqua Bank) we found a winning formula that once and for all answered the age old question what is the ROI of service and what levers do I need to pull to get generate more of these profits.

In-gage was designed to help Service and Sales teams prove the ROI through measuring key customer metrics, like first contact resolution (FCR). The app then brings this data in real-time to the people that count, to help them change behaviour and improve processes in a way that drives higher customer loyalty.

Our passion for customer and employee experience is the driving force behind our dedication to make the best app we can.

It is our goal to deliver $1bn in additional profits to our customers who utilise our app. We are on track to make this happen. Every customer we have had has made significant profit increases once that app has gone live.

Testimonials

“Today, in this age of the customer, companies that focus on customer success have the best chance of thriving in a connected world.”

Damilola Erinle
AVP Commercial EMEA, Salesforce

“In-Gage on the Salesforce platform brings great clarity to our customers’ feedback right down to an individual level and gives clear insights into the strategic operations of the company. The financial impact has been outstanding“

COO Fintech

Interested in FCR? Contact us:

We love what we do and our mission and vision drive us

to change the world one team at a time.

Not quite ready to chat?

We regularly host webinars on FCR – check out the next date below.

This webinar will look at ways you can reduce Customer Effort and improve First Case Resolution.

We’ll discuss where the various touch points are and how to use cases to work out whether inefficiencies are due to internal processes or staff behaviour. As well as how to measure data correctly, designing processes that get your results and how the right people looking at the metrics can have a positive effect.

This session will last about 20 minutes and you’ll take away at least 4 actions you can use to within your business.

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