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Thanks for your interest in Hiver! Please help us with the following details for a personalised demo.
Use Hiver’s free FCR calculator to get personalized insights on your current FCR and how you can improve it to enable faster resolution.
Here’s what Hiver’s FCR Calculator will help you understand
Fill in the two input fields to get personalized insights on your FCR
This includes total volume of incoming tickets, regardless of whether they were resolved or not.
This refers to the total number of tickets that were resolved, at the point of first contact, without requiring any follow ups.
Once you input these details, click “Calculate” to compute the FCR of your support team
First Contact Resolution (FCR) is a customer service metric that measures the percentage of customer issues resolved on the first interaction. It's a key indicator of your support team’s efficiency. It is calculated with the formula: FCR = (Number of Tickets Resolved on First Contact / Total Number of Tickets) * 100.
A high FCR rate means two things: your support team is very knowledgeable and they have easy access to solutions. These things help them resolve queries in the first interaction itself, helping drive customer loyalty and satisfaction.
Hiver can significantly boost your First Contact Resolution (FCR) rate by streamlining your support processes and empowering your agents. Here's how:
Yes, while your current FCR is calculated based on the data you provide, the projected FCR estimate assumes a potential 30% increase in efficiency when using Hiver. This figure is based on average improvements seen by our customers.
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