How to Increase Customer Response Coverage

The easiest way to increase response coverage in customer service is to create an FAQ document.

To build this FAQ, simply record all questions you get from the customer and your response.

Each time you receive a customer ticket, refer to this FAQ for the correct response.

Finally, to calculate your customer response coverage rating, divide the number of hits by the total number of customer requests received at any point in time.

A hit is when you exactly have the answer to a customer request the first time around.

創建FAQ(常見問題文檔)是增加回應範圍率的最簡單方法。

建FAQ只需要記錄從客戶接受問題以及解答。

每次收到客戶支持票，就可以參考FAQ獲取正確回應。

最後，要計算客戶回應範圍率，在某给定时间点用Hits除以客户支持票總數。

Hits是指在第一次處理當下就能夠解決客戶要求。