As a business owner or leader, do you understand the value of resolving a call? Most home service companies are able to quantify the cost of an inbound call. But how many of them actually are able to quantify the value of resolving an inbound call in terms of customer loyalty or promotion?
Think of it this way: the service journey is a path taken by customers when they interact with the brand to resolve an issue and includes all sorts of touch points and experiences they have along the way.
Now the service journey is similar to a customer journey but much more focused around the moments of truth when a customer interacts with an organization.
Organizations must take the value of resolving a call first time into consideration when designing the service journey that customers need to follow to get their issues resolved. Complex, multi-step journeys will cost more and will create less promoters because it’s frustrating. They just want it to be easy. They just want to get back to their life.
So next time, think about it this time: one and done!
Remember, customers just want it to be easy.
They just want to get back to their life. Resolve calls the FIRST time. We can teach you how.