The Conversation Close Time by Channel report can help you understand how well your Customers are being helped by Channel.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Conversations are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.
- Customers are people who have a connection with your company because they are interested in your products and services or are an existing customer. Customers in Gladly could also have a history of Conversations that may span across multiple Channels.
- Channel is the method a Customer uses to communicate with your company. This could be through email, SMS, social messaging, chat, or phone call.
- Close Time is a calculation of when a Customer first reaches out to you and when the Conversation is closed.
These are concepts and definitions you should be aware of to understand this report:
- Conversations are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.
- Customers are people who have a connection with your company because they are interested in your products and services or are an existing customer. Customers in Gladly could also have a history of Conversations that may span across multiple Channels.
- Channel is the method a Customer uses to communicate with your company. This could be through email, SMS, social messaging, chat, or phone call.
- Close Time is a calculation of when a Customer first reaches out to you and when the Conversation is closed.
