Make data-driven enhancements to your service strategy
To secure repeat visits from customers and the referral business that they bring, you’ll need to pay attention to the type of customer experience you offer before, during, and after they avail your services. In the context of phone support, that means you need to study the number of abandoned calls, the wait time to reach an agent, and the time spent on hold, among other KPIs. If, for example, customers have to spend over 5 minutes waiting in the queue for flight ticket changes, you may need to add more agents to the team that handles these requests. With customizable reports, service level monitoring, and detailed metrics, Freshdesk Contact Center makes it easy to determine which metrics need improvement and consequently, reorganize your contact center.