Definition
A chat resolution code is a short, standardized label applied to a completed customer conversation to describe its outcome, such as question answered, order information provided, or follow-up required.
Why It Matters
Consistent resolution codes make support reviews easier by giving teams a shared way to organize conversation outcomes. They can reveal recurring customer needs, highlight conversations that require further work, and support more reliable operational reporting.
Real-Life Use Case
Post-chat review: An online retailer asks agents to select a resolution code when closing each conversation. A manager later reviews the codes and notices that many chats involve product compatibility questions, prompting the team to improve relevant product information.
FAQs
What is the purpose of a chat resolution code?
It records the outcome of a conversation in a consistent, easy-to-review format.
Who should choose the resolution code?
The agent who handled the conversation is usually best placed to select the most accurate code.
How many resolution codes should a team use?
A team should use enough codes to distinguish meaningful outcomes without creating a confusing or overly detailed list.
Can resolution codes improve customer service?
They can help teams identify common support needs and follow-up patterns, which may guide improvements to processes and customer information.