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Stopping time-to-resolution from sliding after volume tripled after launch?

ivy_sato_5f807

We're working through CSAT surveys and we rolled it out to the support team. Curious how others have handled it, especially around the health score. Any rules of thumb?

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Time to Resolution

Comments

ned_webb_27b43

Worth checking your response rate window. Ours was skewed until we narrowed it.

hana_trin_ce814

Have you tried routing it through HubSpot? Fixed the renewal rate gap for us.

ravi_pratt_05e53

We hit this too. Scoping response routing to our SMB tier first made it manageable.

nadia_dunn_d7520

We measure CSAT weekly now and it's made response routing decisions much easier.

hana_voss_82cc5

Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.