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.
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
Resolution time is critical for customer satisfaction, and can be improved with quality customer service and the right tools such as LiveAgent software.
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.
Ticketing systems can greatly improve the customer support experience, providing agents with helpful tools for personalized service and improving overall customer satisfaction. Investing in ticketing software can lead to increased revenue and positive word-of-mouth. However, many businesses neglect this area, suffering from outdated systems and frustrated customers. According to surveys, disconnected systems prevent ticket resolution, contribute to customer churn, and reduce customer service representative turnover rates. Investing in ticketing software is crucial for a successful business.
Real-time chat is a tool for immediate communication with website visitors, allowing for quick communication with customers and increasing conversions. LiveAgent provides real-time chat software that can be customized with different styles, sizes, positions, and colors, and offers features such as inviting other agents to chat, chatting simultaneously with multiple customers, mobile support, notes in chat, drag and drop file submission, chat feedback, automatic chat invitations, and easy integration with customizable chat buttons. LiveAgent also offers a 14-day free trial.