We believed quicker assistance would mean quicker ticket replies. It wasn’t.

First, we tried decreasing first response time.

We refined the template, used automation for easy answers, and carefully measured the response time.

The number seemed great.

However, customers were creating additional queries as the first response didn’t solve the problem.

Thus, we redefined our goal from:

“How fast did we respond?”

to:

“Was the customer required to ask once again?”

It impacted the way we wrote the replies.

Sometimes, writing a bit longer reply at once prevented several questions in the future.

What is the support metric that is more important than response time?