How Many Tickets Are Solved by an Online Customer Support Agent in a Day?

The average number of tickets an online customer support agent handles in a day can vary significantly due to a multitude of factors including the complexity of the issues, the industry, and the specific tools available to the support team. However, a general estimate provides a useful guideline based on various customer service environments.

Complexity Levels of Support Work

Depending on the level of complexity involved, the average number of tickets handled daily can range as follows:

Low Complexity: Approximately 50 to 100 tickets per day. Medium Complexity: Between 20 to 50 tickets per day. High Complexity: A mere 5 to 20 tickets per day.

In highly dynamic environments such as e-commerce or tech support, agents might manage more tickets if the issues are relatively straightforward. Conversely, specialized support roles may deal with fewer tickets but spend more time on each one, ensuring detailed and precise resolution.

Is Setting Metrics for Support Agents a Good Idea?

While it might seem logical to set strict metrics for your support agents, this approach can be detrimental both in the short and long term. Overemphasis on quantity without focusing on quality can lead to subpar service and ultimately harm your business. Encouraging sloppy work and meeting arbitrary numbers can undermine the trust and satisfaction of your customers.

Our Company's Experience with Chat and Ticket Systems

To illustrate the practical differences, take a look at how LiveChat operates its customer support team. Our support operates 24/7/365, working in 8-hour shifts. At LiveChat, we prioritize chat as the primary method of support, with tickets serving as a secondary tool for dealing with the most complex cases.

Why Chat is Superior to Tickets

After careful consideration, we've chosen to focus our efforts on chat due to several key advantages:

Efficiency: Agents are capable of handling multiple conversations simultaneously without compromising the quality of service. Rapid Response: Agents can respond to messages in seconds, compared to hours or even days in email-based support systems. Convenience: Chats provide real-time two-way communication, which eliminates misunderstandings and simplifies the customer experience.

In a typical 8-hour shift, each member of our support team can resolve between 85 and 100 chat-based customer inquiries. This number can fluctuate based on the volume and nature of the service requests.

Handling Tickets in LiveChat

For more complex issues, our agents use the LiveChat ticketing system to keep track of detailed cases. A single support agent can close up to 25-30 tickets in a full 8-hour shift. When a complex case arises, the chat is converted into a ticket within LiveChat, allowing for detailed tracking while maintaining efficient communication.

Benefits of Our Approach

Our hybrid approach – combining chat and ticket systems – has proven beneficial. By providing real-time, in-depth support, we ensure that our customers receive prompt and comprehensive assistance, even for the most challenging problems. This blend of support methods has been well-received by our clients.

Conclusion

While setting strict daily ticket targets may seem straightforward, it's crucial to prioritize the quality of service over mere numbers. By focusing on providing efficient, real-time support through chat, you can significantly improve customer satisfaction and your business's overall performance.

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