What is on time resolution?
On-time resolution means that a ticket was resolved according to a time limit set in the SLA. Resolving tickets on time is important in order to keep your customers satisfied. All agents must try to always solve their tickets as soon as possible.
Opposite of on-time resolution is an overdue ticket. This means that it was not resolved within time stated in the SLA. Overdue tickets can have negative influence on your business and should be avoided.
Frequently asked questions
What does on time resolution mean?
On time resolution, also known as the average time to resolution or solution time, is the average time needed by the customer service team to resolve a case after its opening. Usually measured in business hours, so when calculating on time resolution, don't take into account the time when your service team is out of business hours.
Is on time resolution important?
On time resolution is directly related to customer satisfaction, which is why it is an important indicator. The faster the team is able to solve customer problems, the higher their satisfaction level. If a case takes a long time to resolve, customers become nervous and dissatisfied.
Where can you check resolution time in LiveAgent?
You can check on time resolution in LiveAgent reports. It is worth following this indicator and trying to keep it at the best possible level.
Expert note
On-time resolution is crucial for customer satisfaction and loyalty. Agents should strive to resolve tickets within SLA timeframe to avoid negative impact on business.
Tidio's chat solution offers surprisingly effective ticketing features, according to reviews. It may not be a dedicated ticketing software, but it offers sufficient features, a great design, and efficient ticketing despite not being the primary focus. With Tidio's ticketing system, users can have a universal inbox, organize tickets with tags, sort tickets with Priorities, switch between ticket owners, and transfer tickets. However, the price for paid plans may not be worth it, and there is a lack of advanced features. Overall, Tidio offers an easy and fast registration process and a well-designed application.
Videos - Ticketing Software Deep Dive
This video discusses the importance of ticketing software in managing customer communication and queries, as well as the benefits of using different features within the live agent dashboard. It also covers topics such as free support ticketing software, free helpdesk ticketing system, Tidio ticketing review, and ticket management systems. Proper ticket management is crucial for efficient and productive customer service, including Best practices such as agent training, ticket prioritization, automation capabilities, and tracking agent performance.
The To Solve Button is a LiveAgent function that notifies agents about high-priority tickets that need to be resolved. It calls attention to tickets that have been unanswered for a long time or are tied to SLAs, ensuring no tickets are forgotten and no SLAs are missed. This benefits businesses with increased customer satisfaction, fulfilled SLAs, better time management, improved efficiency, faster resolution times, and higher customer lifetime value. Users can customize notifications and use the To Solve algorithm to prioritize tickets. The feature saves time and increases productivity, while allowing agents to focus on fulfilling SLAs and providing excellent customer service.
Why sales teams need live chat and instant demo solutions
Sales teams need to prioritize speed and responsiveness in order to attract and retain new customers, particularly in the COVID-19 era. Inbound sales leads expect quick and detailed information, often relying on virtual sales meetings and demos to assess potential solutions. Live Chat and Instant Demo solutions can make a significant difference in converting leads to customers, with companies who respond within an hour being 7x more likely to have meaningful conversations with decision-makers. Chat widgets such as LiveAgent enable instant responses without negatively affecting website loading speed. Instant Online Demos, provided through solutions like CrankWheel, are a cost and time-effective way to convert new leads. The use of video in customer service is increasingly important, while real-time customer support has become essential for businesses to retain customers and increase revenue.