Improve First Contact Resolution using WalkMe

When working in customer service, the most valued thing to strive to achieve is first contact resolution. The more times a customer has to contact you, the greater the problem becomes. The customer will become increasingly irritable, and the problem will be perceived as far greater of an issue each time a contact results in nothing being fixed or resolved.

So, you’ll want to strive for that first contact resolution as a major priority, because if you have bad customer service, your company’s reputation will be corrupted, and this bad reputation will spread like wildfire on the internet these days.

There are a lot of ways to contribute to achieving these goals, from planning out contingencies to cover predictable issues to having default plans for the unresolvable. Along with these are things like having good linguistic skills and a fluency in the language of the customer.

But, a new technology that has become all the rage in self service and in tutorial creation might actually be the key to helping this process along in an efficient and silent way that not only ensures this resolution at least ninety percent of the time, but also makes the customer service process much faster overall, with minimal errors or redirects needed.

If you’ve not heard of WalkMe yet, then you’re in for something really cool. WalkMe was created as a tutorial creation program originally, and while it more than serves that function to this day, the business world has found a lot more uses for it.

Basically, it integrates with a web service, and from there, it can be aware of user activity by monitoring the state of web form elements, predict patterns, and guide users through each step of a very complex process with popup notifications and dynamic interfaces.

It’s easy to set up, an easy to configure, with a point and click scripting system and interface design as well. It’s pretty clear how well this can work for self service and tutorial design, but how can it help with resolutions?

Well, for starters, it can integrate with the CRM system the agent is using, and guide them quickly and expertly through complex processes that, even if they’re skilled, can take a minute and cause some head scratching normally. It can also help them through handling problems not necessarily within their departments.

Along with this, it can also be set up to guide agents through a series of pre-scripted contingencies which we talked about before, so that they don’t have to memorize (and possibly mess up) the contingencies or identify which ones to try in a given circumstance.

However, the greater good is still self service, which requires no human intervention from a company’s customer service department. If WalkMe can guide a user through handling a problem on their own with no complications or confusion, then their problem is taken care of right away. They walk away feeling empowered, and view you as a company who gets what real convenience truly is.

So, WalkMe can help with first contact resolution in a number of ways, and I would suggest implementing all three to some level or another. WalkMe is powerful, affordable and flexible, and more and more solutions for old conundrums are being resolved with this intrepid new software.

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe