When looking at the the ratings for your chats and tickets, you may notice that chats are often getting better rates. I bet you give equal amount of attention to your chats and tickets, apply the same good practices, yet your chats fare better than tickets.
Where does this difference come from? Are tickets inherently flawed in some way? Do people prefer chats?
It’s a lot simpler than that – it’s all about the difficulty of cases we push to tickets. Not the easy ones that can be handled immediately but the ones that are hard to crack and require more time. And the harder the cases, the longer they take to solve.
What’s the workaround? Make your ticket resolution as fast as possible.
There is always something you can do more efficiently. See what 4 methods you can use to help your tickets catch up to chats in terms of customer satisfaction.