Shopify Ops Glossary
First Contact Resolution (FCR)
The percentage of tickets resolved in a single interaction.
Definition
First Contact Resolution is the percentage of customer support tickets that are fully resolved without requiring a follow-up contact from the customer. It is a measure of ops effectiveness, not just speed.
Why It Matters for Shopify Brands
Each follow-up contact multiplies your support cost. A customer who needs 3 contacts to resolve an issue costs 3x as much to serve as one resolved in a single interaction.
Benchmarks
FCR benchmark: 70–75% is average, 80%+ is good, 85%+ is excellent for ecommerce.
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