Resolution Rate is the term used to describe how quickly your business completes service requests. Consumers may have varying resolution expectations based on the medium they use to reach you with a service issue, it’s important to keep in mind.
Anyone who emails you is usually not anticipating a reaction or solution from you as quickly as someone who calls you or initiates an online discussion. One approach to assess the degree of customer care delivered to clients and determine how well you adhere to your Service Level Agreement is through your Resolution Rate.
Evaluating your resolution rate is also beneficial because establishing acceptable and suggested service order resolution durations is necessary for a thorough knowledge of it.
Based on the industry and also how you describe resolution for a support request, resolution rates can change. In many cases, it’s a good idea to aim for addressing a support request within 24 hours after the initial contact.
Metrics like resolution rate may show you how each of your customer service agents operates independently as well as how well your firm performs in terms of customer experience. Businesses may monitor resolution rates on a daily, weekly, monthly, or annual basis, for example. An acceptable resolution rate differs between channels and between industries. When compared to live chat or phone calls, consumers may have different perceptions of how quickly their issues would be answered via mail.