Definition
Resolution verification is the practice of confirming that a customer’s issue is solved before a support conversation is closed. It can involve a direct confirmation from the customer, a completed troubleshooting step, or another clear signal that the requested outcome was achieved.
Why It Matters
Verification helps teams avoid closing conversations too early and gives agents a consistent way to determine when support is complete. It can also reveal recurring problems, unclear instructions, or cases that need additional follow-up.
Real-Life Use Case
Online store checkout issue: An agent helps a shopper resolve an error during checkout, then asks the shopper to retry the purchase and confirm whether the order went through. The conversation remains open until the shopper confirms the outcome or the agent has a clear next step.
FAQs
What is resolution verification?
It is the process of checking that a customer’s problem has actually been solved before closing the conversation.
How can an agent verify a resolution?
The agent can ask the customer to confirm the result, review a completed action, or provide a final step that clearly indicates success.
Is customer confirmation always required?
No. Confirmation is useful, but some issues can be verified through a completed workflow or an observable outcome.
What should happen if the issue is not resolved?
The agent should clarify the remaining problem, continue troubleshooting, or arrange the next appropriate support action.