2024 KPI for Customer Service: Full Resolution Time

Time is gold. And that line couldn’t be any truer for customers. 

A faster full resolution time will lead to a better customer satisfaction rating or CSAT(hyperlink CSAT KPI blog here). Customer satisfaction translates to customer happiness, and customer happiness influences customer loyalty. Loyal customers are a steady source of business. They also can be quite an asset to any company as they can be great brand ambassadors. Research has shown that 72% of customers will trust a business more if they read positive reviews of it.  

Did you know the best target for Full Resolution Time is less than 24 hours? A speedy full resolution time is a key part when it comes to excellent customer service. 

In our short ebook, we’ve included the most important KPIs for email, chat, and phone support. For each metric, we’ve gathered all available benchmarks, so you can see what companies are achieving in real life. We’ve also tapped our network to obtain private data from customer service agents working in different fields. 

Download a copy of our 2024 KPIs for Customer Service ebook now and discover all the other important KPIs and benchmark data.

What is Full Resolution Time and why does it matter? 

Full Resolution Time refers to the total amount of time it takes to completely resolve a customer’s issue. It’s counted from the moment the customer first contacts support until the ticket is closed. Sometimes it’s referred to as Average Resolution Time or Time to Resolution. 

Benchmark data is typically for email support.

Benchmarks 

We’ve used more than 300 data points from more than 150 different sources and aggregated them to provide you with the figures in this article. Below are the benchmarks for the best, worst, and average in terms of global standards when it comes to full resolution time. Is your team just as good as the best in the industry?

Improve full resolution time with the help of these tips 

Dig into the data. 

You can only bring resolution times down when you know where the blocker is. Are certain ticket types taking too long? If so, can additional training help? Perhaps the support agents are waiting for input from another department? Even if you have unavoidable dependencies that lead to a long resolution time, design processes that ensure your customers are kept updated. 

Close tickets after a reasonable time. 

Maybe your resolution times look long because your agents are waiting for additional info from customers. In this case, a good standard is to send an automated reminder after a few days and close the ticket if they don’t get back to you. This approach also minimizes your ticket backlog. 

Implement a better routing system. 

Each time a ticket gets routed to the incorrect team or agent, it slows down your resolution time. AI-powered tools like Ultimate.ai make it easy to build out visual workflows to route tickets intelligently. Or you can use tools like MonkeyLearn to automate tagging and routing for 100% of your tickets. 

Incorporate chat (and chatbots). 

Try shifting more conversations to chat, using chatbots if you can’t afford to staff a full chat team. Email is a tough channel for multi-part questions or questions that require a back-and-forth. At Peak Support, we’ve designed chatbots that resolve as many as 95% of the questions they receive. You can always redirect customers to email if the chatbot doesn’t resolve their question. 

A partner to help resolve customers’ issues 

As a business owner or a company leader, you already have to take care of so much with what limited time you have in a day. Imagine how wonderful it would be if you could entrust your brand’s customer service to a partner who won’t let you down. Well, it’s possible. But it starts with finding the right business process outsourcer. Peak Support has been working with some of the best and most promising ecommerce, finance, tech, healthcare, logistics, and hospitality brands to provide excellent after-sales support to their hundreds of thousands of customers. Peak Support’s world-class customer support team will not only take great care of your customers, but also embrace your brand voice and company culture so it will feel they’re an extension of your company rather than an outsourced team.

Contact us today and start your journey towards improving your customer support experience.