Customer support continues to evolve, driven by rising customer expectations and the increasing complexity of problem-solving. Once considered a cost center, customer support is now recognized as a critical driver of business growth and resilience. It is no secret that the key to exceptional customer service today is First Contact Resolution (FCR) – resolving customer issues on the first attempt. High FCR rates lead to greater customer satisfaction (CSAT), improved net promoter scores (NPS), fewer repeat calls, and overall greater efficiency.

Research by CCW Europe and the LogMeIn Rescue team at GoTo shows that only half of brands have an FCR rate above 70%, with none exceeding 90%. Improving FCR is a high priority for 63% of brands. Achieving effective FCR requires empowering frontline agents with the right tools like predictive analytics, AI-driven functionalities, and remote support capabilities. But let’s not forget the human element: agents also need training in soft skills and technical troubleshooting.

Brands are using various tools to improve FCR, including interactive voice response (IVR) technology, real-time agent assist mechanisms, and intelligent call routing. However, remote video support technology remains underutilized, despite its potential to significantly enhance visual engagement and rapid problem-solving. Barriers to adoption include security concerns, lack of understanding, and integration challenges.

GoTo’s LogMeIn Rescue platform offers a solution with visual engagement functionalities, helping brands like Lenovo, British Telecom and Supportwave achieve notable improvements in support efficiency and customer satisfaction. Cloud-based technology further enhances scalability, real-time data access, and cross-department collaboration – all while maintaining robust security measures.

"The Live Lens option was an absolute winner for our first contact resolution. It enables our IT experts to perform on-site level work through the remote platform, extending our reach into countries where we don’t currently have a team on the ground."
Darren Strydom, CTO, Supportwave

Investing in the right tools and training for contact centers can transform them from cost centers into revenue drivers while enhancing the overall customer experience. Digital, cloud-based solutions like Rescue are essential for achieving high FCR rates and delivering exceptional customer service.

Curious about how customer experience leaders are creating memorable customer experiences through FCR? Download the full report here.

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