Written by Nathan Losch
Customer Success Team Lead, MoxiWorks
MILE 62 / 24
LEARN HOW
and suffering through the persistent pain and discomfort of my hurt toe combined to make me one unhappy customer.
The moral of the story here is that the customer wants to be served correctly and appropriately the first time. Getting the correct person for the situation, receiving knowledgeable and useful information, and feeling that the resolution was thorough and complete are all things customers want and deserve.
These are also all things that we, on the MoxiWorks Success Team, strive to provide to our user base. We want you, our user, to be directed to somebody who can answer your question completely and accurately the first time. We want you to get the appropriate information the first time. We want you to have no further need to ask clarifying questions. We want you to have no need to follow up because the first contact was so helpful and thorough. We want you to avoid having to go through a situation like the one I described.
I’m proud to say that we generally do a very good job of this.
In fact, our first contact resolution rate as a team is 76% in 2019 (by nature it is impossible to solve every scenario in just one interaction). That means 76% of the time, we’re resolving a user’s issue within one interaction; the person they talk to first is the person that will fix and completely resolve the problem with just one interaction.
How do we do this? Our representatives are all well-trained in the products they assist you with. Further, when they are working with you, YOU have their full attention, however long it might take.
Our team might not be trained on how to remove a dying toenail, but if we were, you’d better believe we wouldn’t let you sit around with it for days on end. We’d take care of it right away. And we’d do it in one touch.