August 3, 2022

First Contact Resolution Rate – Should it Matter to CSMs?

First Contact Resolution Rate – Should it Matter to CSMs?

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics. If a customer reaches out with a critical question, how fast is your team resolving the issue?

What is a First Contact Resolution Rate?

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. Here is an example of a first contact resolution: A customer reaches out to a CSM asking where they can find a specific piece of functionality on the platform. While still on the call with the customer, the CSM shows them exactly where to find the functionality in question. In this example, the issue was resolved during the initial interaction – aka first contact – with the customer.

Here, we’ll examine the First Contact Resolution Rate from two different angles:

Yes, it should matter to CSMs: First Contact Resolution Rate doesn’t just measure CSM support on the surface. It is a deeper way to measure customer interactions that, added together, offer an indication of customer sentiment and satisfaction. If a First Contact Resolution Rate drops below a certain threshold, a customer account could be in jeopardy.

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. Other critical metrics like product usage rates, NPS, and Customer Health Score offer a better look at overall customer success than the First Contact Resolution Rate, which is more of a support-focused success metric.

The verdict?

While not a critical customer success metric your team should be following daily, it is a good idea to keep tabs on your First Contact Resolution Rate to ensure customer satisfaction rates do not slip and that key customer questions are being answered on a timely basis. This is also a great metric for your support team to monitor. If possible, support and customer success should try to collaborate on tracking and optimizing First Contact Resolution rate numbers. Ideally, your team should include the First Contact Resolution Rate on your high-level customer success dashboards and reports to track the data but do not need to check in daily.

Want to learn more?

You can learn more about different customer success metrics, including how to incorporate lesser-known metrics like First Contact Resolution Rate into your team’s data strategy, with these additional resources from ClientSuccess:

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.