It’s no secret that HVAC companies are under pressure to deliver high-quality customer service. In today’s market, it’s more important than ever to provide excellent customer service to stay ahead of the competition. One way to improve your customer service is by implementing a first contact resolution (FCR) strategy.
You can do this by having well-trained staff who can resolve issues quickly and effectively or by using effective tools and systems that make it easy for customers to get help. In this blog post, we will discuss the importance of FCR for HVAC companies and how you can implement an FCR strategy into your business.
What is First Contact Resolution? – What It Is and What It’s Not
FCR is when you can resolve a customer’s question, concern, or issue the first time they reach out for support. It is not simply answering the call every time to “take a message” or “get back to them in the morning.”
Mastering FCR can be extremely challenging for HVAC and other service businesses. But when it’s done right, the rewards go a long way. Not only will customers trust you and keep coming back, but you’ll be known as the go-to HVAC company for anyone who may need your services. It is crucial to prioritize FCR in your service business. Keep reading to find out how.
What Can Effective FCR Accomplish?
When customers resolve their issues quickly and effectively, they are more likely to be satisfied with your company and continue doing business with you. FCR also helps reduce customer churn. “Churn” is the number of customers who stop doing business with you over a certain period. By reducing customer churn, you can improve your bottom line and keep your HVAC company thriving.
Customer Satisfaction & Retention
FCR and customer satisfaction go hand in hand. Studies show that what causes customers to leave the most is whether or not they feel happy and content with their customer experience. People take action based on emotions more than logic — for better or for worse. And this has so much to do with whether they’ll stay with you or head over to your competition. Just to give you an idea:
- 60% of all customers stop working with a company because of what they perceive as indifference on the part of salespeople.
- 70% of customers leave a company because of poor service.
- 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave.
- Customers who feel their salespeople are exceptional are 10-15 times more likely to remain loyal.
Customer service and retention are crucial to the success of your business. Prioritizing FCR will only help you increase those metrics and reach your goals.
Building an Effective FCR Strategy
There are many ways to implement an FCR strategy in your HVAC company. One way is to train your staff to resolve customer issues effectively. This includes having a good understanding of your products and services, as well as being able to troubleshoot problems. In addition, you can use customer service software, like Slingshot, that makes it easy for customers to get help when they need it most.
Software may include features such as a knowledge base, phone support with a live CSR, chatbot interactions and more. Slingshot, however, is an FCR-driven software, offering much more than your average customer service support software. Our CSRs speak directly with customers to resolve their requests and problems every time – and mostly on the first try.
It’s virtually impossible to catch every lead and customer concern on the first try without being available 24/7. That’s what Slingshot does best, so that we can help you do your best. By using these tools, you can improve your FCR rate and make it easier for customers to get the help they need.
For more information on how to boost your FCR rate, schedule your demo today.