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IMPROVE CUSTOMER SERVICE
MOST IMPORTANT GOAL EXAMPLE

Ensure 90% of our SLAs are met

DESCRIPTION

Measuring the fulfillment Service Level Agreements (SLAs) can typically serve as an indicator of service quality & effectiveness. Chances are that you will get happy customers if the fulfillment is high.

KEY ACTIVITY EXAMPLES

DESCRIPTION

Purpose to standardizing answers by analyzing incoming queries to frequently asked questions. This activity can help customer support teams with low rate of automation to increase efficiency, quality & customer satisfaction.

DEFINITION OF DONE

Standardized anwsers.

UNIT

FAQs

DESCRIPTION

As some customer support teams struggle with continuity and efficiency in responses, this activity can help to learn from challenges and realize continuous improvements.

DEFINITION OF DONE

Reviewed queries

UNIT

Queries
MOST IMPORTANT GOAL EXAMPLE

Decrease Average First Response Time from 2 hours to 1 hour

DESCRIPTION

Measures the average time it takes from an incoming customer matter to the first response. Meeting the customers’ expectations could help to drive customer satisfaction.

KEY ACTIVITY EXAMPLES

DESCRIPTION

Purpose to standardizing answers by analyzing incoming queries to frequently asked questions. This activity can help customer support teams with low rate of automation to increase efficiency, quality & customer satisfaction.

DEFINITION OF DONE

Standardized anwsers.

UNIT

FAQs

DESCRIPTION

As some customer support teams struggle with continuity and efficiency in responses, this activity can help to learn from challenges and realize continuous improvements.

DEFINITION OF DONE

Reviewed queries

UNIT

Queries

DESCRIPTION

Purpose to analyze incoming queries to identify frequently asked questions. By bringing clarity to user challenges and needs, customer support teams can increase efficiency and not least customer satisfaction by having a continuous focus on this activity.

DEFINITION OF DONE

Identified FAQs.

UNIT

FAQs
MOST IMPORTANT GOAL EXAMPLE

Increase the First Contact Resolution rate from 65% to 75%

DESCRIPTION

First Contact Resolution (FCR) measures the success rate in answering customer queries at the first time of asking. A high number is typically an indication of an efficient customer support which normally makes customers happy.

KEY ACTIVITY EXAMPLES

DESCRIPTION

Purpose to standardizing answers by analyzing incoming queries to frequently asked questions. This activity can help customer support teams with low rate of automation to increase efficiency, quality & customer satisfaction.

DEFINITION OF DONE

Standardized anwsers.

UNIT

FAQs

DESCRIPTION

As some customer support teams struggle with continuity and efficiency in responses, this activity can help to learn from challenges and realize continuous improvements.

DEFINITION OF DONE

Reviewed queries

UNIT

Queries

DESCRIPTION

Purpose to analyze incoming queries to identify frequently asked questions. By bringing clarity to user challenges and needs, customer support teams can increase efficiency and not least customer satisfaction by having a continuous focus on this activity.

DEFINITION OF DONE

Identified FAQs.

UNIT

FAQs
MOST IMPORTANT GOAL EXAMPLE

Increase the Self Service Rate from 22% to 40%

DESCRIPTION

Increasing the rate to which customers can get answers to their queries via a self-service desk is a way of measuring how automated the customer support are. An increased level typically lowers the response time and keeps customers happy.

KEY ACTIVITY EXAMPLES

DESCRIPTION

Purpose to standardizing answers by analyzing incoming queries to frequently asked questions. This activity can help customer support teams with low rate of automation to increase efficiency, quality & customer satisfaction.

DEFINITION OF DONE

Standardized anwsers.

UNIT

FAQs

DESCRIPTION

Purpose to continuously write, publish and update self-service articles based on user needs. Customer support teams with low rate of automation can focus on this activity to increase efficiency and customer satisfaction.

DEFINITION OF DONE

Published articles externally.

UNIT

Articles

DESCRIPTION

Purpose to analyze incoming queries to identify frequently asked questions. By bringing clarity to user challenges and needs, customer support teams can increase efficiency and not least customer satisfaction by having a continuous focus on this activity.

DEFINITION OF DONE

Identified FAQs.

UNIT

FAQs

Howwe Technologies AB (publ) stands at the forefront of SaaS innovation as the creators
of Howwe, the Solution for Growth.
 With our method and software, we simplify the
execution of strategy. Empowering businesses globally, we’re committed to redefining
strategy execution and driving sustainable financial growth.

Links

Contact us

Howwe Technologies

help@howwe.io
Org. nr. 556655-7509

Stockholm Office
Biblioteksgatan 29
114 35 Stockholm
08-243 110

Box: 270 40.
102 51 Stockholm

New York City Office
135 West 50th Street, 2nd Floor,
New York, NY, 10019