Here are our reporting definitions for Help Scout whichever tool you use will likely provide its own definitions in its knowledge base.Īdditional tips on measuring Time To Resolution For example, should you call a conversation 'resolved' if it is closed without a reply to the customer? Or what if it is still in a “pending” status, even though the customer hasn’t replied for days or weeks? However, there will be nuances in any customer service software that can affect the average and make comparing between systems trickier. TTR is, at least in theory, a simple calculation recording the start time and end time of each customer service conversation, and averaging that number out across all the conversations in a given period. Watching those measures change and comparing them to each other will improve your understanding of your customers’ journeys. Help you spot conversations that are dragging on beyond the average time or may have been forgotten or lost.Īssist in categorizing more complex cases that require multiple people to work on them.įlag particular internal processes that are associated with longer resolution times.Ī customer service team may have several different TTR numbers, measured across different teams, regions, customer types, or products.

Monitoring your TTR helps you to understand variations in your customers’ experiences. You should also measure first response time and waiting times, but a fast answer that is wrong or incomplete still creates poor customer experiences. Research shows that being more responsive and more effective at resolving issues correlates with improved customer satisfaction and loyalty.īecause it is measuring the time taken to reach an acceptable resolution (and not just the time to get any response back), TTR is a handy shorthand for the overall customer experience. A customer who asks a question and gets a good answer back within a few hours will almost always be more satisfied with the interaction than if they get the exact same answer a few days later. The actual answer to a customer query is only one part of good service. Time To Resolution matters because your time is valuable to you, and your customer’s time is valuable to them. Why Time To Resolution matters in customer service

Time To Resolution may also be called Mean Time to Resolution or Time to Resolve and abbreviated as MTTR or TTR. Time to Resolution is a customer service metric measuring the average amount of time between when a customer interaction is created and when that interaction is marked as 'resolved.' In this article, we’ll dig into all the details on measuring and reducing Time To Resolution for customer service teams. In short, that clock measures 'Time To Resolution,' a common customer service metric. It won’t stop until that customer has an answer that they consider complete. From the moment your customer reaches out to you for help, the clock is ticking.

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