We keep hyping how much speed and fast replies matter in customer service. But...if that's your only focus, you're compromising on other customer service metrics.
In customer service, measuring the speed of service is easier than measuring customer satisfaction - but that measure may have nothing at all to do with improving the very thing you set out to achieve in the first place.
Instead, define your goal (customer satisfaction, customer engagement, …) and focus on measuring that.
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