What is Resolution time?
The time from a customer’s first message until their issue is solved.
It shows how efficiently problems get fixed, not just answered. Long resolution times usually come from hand-offs, missing information or waiting on other teams; tracking it per topic shows where to improve.
With Shopxare
Shopxare tracks resolution time in reports and, with AI topics, shows which subjects take longest.
More terms
First response time
How long a customer waits for the first human reply.
CES (Customer Effort Score)
How easy it was for a customer to get what they needed.
Omnichannel support
Helping customers on every channel from one place, with one shared history.
Self-service support
Letting customers solve problems themselves, without contacting you.
CSAT (customer satisfaction)
The share of customers who were satisfied with one interaction, usually rated 1–5.
Canned responses (saved replies)
Pre-written answers to frequent questions, inserted with a shortcut.
Give every customer a fast, friendly answer.
Free. No credit card, no trial clock.