Koltrix
Customer support
First response time vs resolution time: which to optimize
First response time is easy to game and resolution time is what customers feel. How to define both, measure them honestly, and know when speed really matters.
4 min read
Blog · Customer support · page 3 of 3
Customer support
Running support over email: response times, handoffs, tone, and the systems that keep customers from waiting.
Customer supportEmail SLAs for small support teams: targets you can keep
How a small support team can set email response targets by tier, choose business or calendar hours, publish expectations, and handle the misses honestly.
4 min read