What would you consider a good total resolution time for your tickets?
Resolution Time
A good total resolution time for tickets will vary depending on the type of ticket and the industry in which it is being handled. For all support issues, it’s challenging to give a fixed resolution time that would be considered “good,” as the ideal resolution time can vary depending on the complexity of the problem and the resources available to tackle it. In general, however, a good resolution time is one that is quick and efficient while also ensuring that the customer’s issue is fully resolved.
When determining a good resolution time, one important factor to consider is the type of ticket. For example, a ticket that is related to a critical issue such as a system outage will likely require a faster resolution time than a ticket related to a minor issue such as a password reset. Additionally, the complexity of the issue can also play a role in determining the appropriate resolution time. For example, a ticket related to a complex software bug will likely require more time to resolve than a simple issue such as a broken link.
Another essential factor for accurately determining a good resolution time is the industry in which the ticket is being handled. Different industries will have different expectations and standards for resolution times. For example, in the healthcare industry, the resolution time for a ticket related to patient care will likely be much faster than in other industries. Similarly, in the finance industry, the resolution time for a ticket related to a financial transaction will likely be much faster than in other industries.
A good resolution time is fast and efficient. A good way to achieve this is by implementing a robust ticket management system that allows you to track and manage tickets in a timely manner. This system should also include a built-in prioritization system that allows you to prioritize tickets based on their urgency and importance. Additionally, it is important to have a dedicated team of support agents who are trained and equipped to handle different types of tickets in a timely and efficient manner.
Another way to ensure that tickets are resolved in a timely manner is by implementing a proactive approach to ticket management. This includes regularly monitoring and analyzing ticket data to identify patterns and trends that can help you anticipate and prevent issues before they occur. Additionally, it is important to have clear communication and escalation processes in place to ensure that tickets are addressed and resolved in a timely manner.
If customers are experiencing a problem with your product or service, they want it fixed as soon as possible. A longer resolution time can lead to frustration, dissatisfaction, and even lost business. Therefore, it is important for support teams to strive for timely resolution of issues and to communicate clearly with customers about the status of their tickets.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.