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Track and change cases and processes that are

causing internal delays and customer effort

First Contact Resolution



3 ways to In-gage with us

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First Contact Resolution (FCR) – 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 inside salesforce.


Features

First Case Resolution
Customer Re-open rate
Internal Hand-off Rate
Time to First Response
Time to close
AI Case Type Categorisation
AI Case Emotion & Sentiment Categorisation
Case Language Identification

Benefits

Understand the efficiency of your service teams
Understand where customer requests are not being completely fulfilled
Understand where employees are unable to help the customer
Understand individual response rates
Understand the ‘age’ of the case
Auto-Categorisation and routing of cases to the most relevant teams
Identify the emotion and sentiment of customers and prioritise cases
Identify 100+ languages & route to territory/language-specific team

Watch our FCR Webinar

 

Watch Now

See us on the Appexchange

Watch a 60 second demo

 

Watch Now

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