What is a resolution time?
Resolution time is the time in which a ticket gets resolved. It starts the second when a ticket comes into your helpdesk and ends when your agent or the customer hit the Resolve button. Sometimes, tickets gets resolved automatically by a Rule running on the background.
The most typical situation when a ticket gets resolved automatically is when a customer writes in about a question, customer support agent replies to the ticket and the customer never replies back. Usually a rule is triggered after a couple days of inactivity which in this scenario will resolve a ticket.
How to enhance efficiency and reduce resolution time?
A help desk ticketing tool can be a powerful asset for businesses looking to improve resolution time and enhance customer support efficiency. By using automation rules, tickets can be automatically resolved after a specific time of inactivity, allowing support agents to focus on active tickets and urgent issues. With the ticket history and customer information available in the help desk ticketing tool, agents can respond faster to inquiries, reducing the overall resolution time. The structured and organized nature of the help desk ticketing tool enables businesses to handle customer tickets more effectively and provide timely solutions, resulting in increased customer satisfaction and improved experience.
Frequently Asked Questions
What is Resolution Time?
Resolution time is the time from the customer's request until the case is fully resolved when the agent presses the Resolve button (sometimes this can be automatically resolved by a rule running in the background).
How can you calculate Resolution Time?
To calculate your solution time, divide the total time for all calls by the number of requests processed.
How to improve Resolution Time?
In order to improve the solution time, first of all, ensure quality customer service. Both agents should be properly prepared for their work and should have the right tools to assist in their work. Thanks to LiveAgent software, work can be automated, the agent can manage all communication channels from one place, and has access to reports.
Expert note
<p>Resolution time is critical for customer satisfaction, and can be improved with quality customer service and the right tools such as LiveAgent software.</p>
Ticketing systems improve productivity and customer satisfaction, leading to more sales and brand loyalty. LiveAgent offers a ticket management system with features like social listening, CRM, live chat, and knowledge bases. Choosing the right system involves researching and trying out different options. LiveAgent provides a free trial and demo for businesses to test its software.
LiveAgent is a customer service software that improves engagement and streamlines support in eCommerce businesses. It offers ticket management, VoIP phone systems, and call center software. With pricing starting at $9/month/agent and a 14-day free trial, it is cost-effective and user-friendly. The software also provides a unified inbox, customization options, and the ability to export tickets in HTML or PDF format. LiveAgent is currently building a dashboard for new customers.
LiveAgent is a cost-effective solution that efficiently handles support requests across various channels, including emails, chats, and ticket management systems. It offers personalized, timely, and knowledgeable support to enhance customer satisfaction and productivity. Try the free 30-day trial today!
