Why shifting from reply speed to one touch resolution changed how we handle support tickets
by•
Our support team used to treat ticket response time as the ultimate goal.
But we realized fast templated replies were just forcing customers to send 2 or 3 follow-up messages to get a real fix.
We completely stopped chasing instant response numbers and focused on answering thoroughly in the very first message. Ticket threads closed much faster even if the initial write up took a bit longer.
Have you noticed your team over prioritizing response speed over clear complete solutions?
4 views
Replies
This makes a lot of sense focusing on solving the issue in the first reply can save both the customer and support team a lot of time