Honoring customers’ time is key to ensuring their loyalty
Resuming the development of the five fundamental pillars on which exceptional customer service is based, it is empathy that we identified in the Suricata team; now it is time to analyze speed as a sign of respect.
In a world of immediacy, time is customers’ most valuable resource. That’s why speed in service is not just a performance metric; it is a powerful sign of respect for their schedule and priorities. Delaying a response or forcing the customer to wait translates into frustration, no matter how good the final solution may be.
When we talk about speed, we are referring to two key concepts:
- First response time (FRT): this is how quickly the team acknowledges receipt of the issue. A low FRT in channels such as chat or phone provides immediate reassurance.
- First-contact resolution rate (FCR): this is the indicator of excellence. Good service resolves the issue in the first interaction, preventing the customer from having to call or reach out again, a process that wears down the relationship.
To honor users’ time, Suricata Cx 3.0 is designed to make workflows fast and, above all, efficient. Hence, the tool resolves the greatest number of inquiries without having to escalate or transfer the call to an agent.
Also, thanks to technological integration, our agents don’t waste time searching for information, since they have the customer’s history and diagnostic tools at their fingertips.
Finally, by classifying inquiries according to their urgency, it ensures that critical issues receive immediate attention.
If you want to know more about Suricata Cx 3.0, don’t hesitate to contact us.
To honor users’ time, Suricata Cx 3.0 is designed to make workflows fast and, above all, efficient. Hence, the tool resolves the greatest number of inquiries without having to escalate or transfer the call to an agent.
Also, thanks to technological integration, our agents don’t waste time searching for information, since they have the customer’s history and diagnostic tools at their fingertips.
Finally, by classifying inquiries according to their urgency, it ensures that critical issues receive immediate attention.
If you want to know more about Suricata Cx 3.0, don’t hesitate to contact us.
Martin Weidemann is a specialist in digital transformation, telecommunications, and customer experience, with more than 20 years leading technology projects in fintech, ISPs, and digital services across Latin America and the U.S. He has been a founder and advisor to startups, works actively with internet operators and technology companies, and writes from practical experience, not theory. At Suricata he shares clear analysis, real cases, and field learnings on how to scale operations, improve support, and make better technology decisions.