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What “resolved” should mean in customer service
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Many support teams measure how many conversations never reach a person. That number says little about whether the customer got what they came for.
A resolved request is one where the refund arrived, the plan changed, or the booking moved. Measuring that takes access to the systems where those things happen.
That is why GrowGo agents work inside your systems of record. When the work is finished, the record shows it, and so does the report.