I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this.
In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. The goal is simple. Just one time.