Time-to-resolution is one of the most critical metrics that your customer support team can track and manage. This metric measures the average time from opening a ticket to the time it is marked as “resolved”. It is particularly critical to scoring your customer support team performance because it is linked…
Posts Taggedcustomer success
Zendesk, Confluence, Google Drive… where is the answer to customer support issues again?
A well equipped and knowledgeable customer support team creates successful, happy customers. To achieve this coveted level of satisfaction, your support team must have access to product and support documentation at their fingertips so that they have the tools to deliver on this goal. As companies scale, this becomes increasingly…
The role of AI in IT Support and Customer Success
Are you seeing a pattern in your customer service calls or at your internal IT help desk? What do those patterns look like? How do these patterns impact your internal and external SLAs? What strategies have you tested to fix the problem? What worked and what didn’t? You might be…