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February 27, 2023

What is time to resolution?

Time to resolution is a help desk metric that measures the time it takes to fully resolve a customer issue, from the time it is first reported until it is fully resolved. This metric is a key indicator of the effectiveness and efficiency of a help desk or customer support team, as it provides insight into how quickly issues are being resolved and how well the team is performing overall.

A shorter time to resolution typically indicates a more effective and efficient customer support process, while a longer time to resolution may indicate areas where improvements can be made to streamline processes and improve customer satisfaction.

Why is time to resolution important?

Time to resolution is important because it directly impacts customer satisfaction and loyalty. When a customer has a problem or issue, they expect a timely resolution. If their issue is not resolved quickly, it can lead to frustration and a negative perception of the company.

In addition to customer satisfaction, time to resolution can also impact the efficiency of your support team. If it takes too long to resolve customer issues, it can lead to a backlog of unresolved cases and longer wait times for other customers. This can create a negative cycle where customer satisfaction continues to decrease and support team productivity suffers.

By focusing on improving time to resolution, companies can improve customer satisfaction and loyalty, reduce support costs, and improve the efficiency and effectiveness of their support team. This can ultimately lead to increased revenue and growth for the business.

How can you improve time to resolution?

There are several ways to improve time to resolution:

Set clear service level agreements: Clearly defined service level agreements (SLAs) can help ensure that support cases are resolved in a timely manner. SLAs should be communicated to customers and the support team, and regularly monitored and measured. 

Implement ticket tracking software: Ticket tracking software can help manage customer issues and ensure that cases are not lost or overlooked. This can help reduce the time it takes to resolve issues and improve the overall customer experience.

Route tickets to the appropriate agent: While a ticket tracking system will help manage customer issues through resolution, it's also important to assign tickets to agents who are available and well-equipped to respond to the issue. Ticket routing software can ensure tickets are assigned based on the type of issue and agent capacity.

Prioritize cases: Prioritizing cases based on their severity or impact can help ensure that critical issues are addressed first. This can help reduce the time it takes to resolve issues and prevent more severe problems from occurring.

Invest in a knowledge base: A knowledge base is a library that includes information about a product, service, or topic to help customers find answers and solve problems on their own. This frees up your support team to help customers with more complex issues and can act as a resource to train new members of your support team.

Regularly monitor and analyze support data: Regularly monitoring and analyzing support data can help identify areas for improvement and optimize the support process. This can include analyzing support ticket volume, time to resolution, customer satisfaction, and other metrics.

By implementing these strategies, companies can improve time to resolution and provide a better customer experience.

The Takeaway

Time to resolution ensures that customer issues or problems are resolved quickly and efficiently. This can have a significant impact on customer satisfaction and retention, as well as on the reputation of the company providing the support. A fast and effective resolution can also help to reduce the workload of support teams and improve overall efficiency.

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Guido Bartolacci

Guido is Head of Product and Growth Strategy for New Breed. He specializes in running in-depth demand generation programs internally while assisting account managers in running them for our clients.


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