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Our confirmed resolution rate is between 6-7% usually and our assumed resolution rate is near 60%. Looking at the conversations, I would estimate that 1/3rd at least of the assumed resolutions represent a correct answer and our clients are just not clicking the “Yes that helped” button that would mark it as a confirmed resolution. My experience with bots is similar, I rarely give bots feedback, because I know its not human. 


Any tips or methods that you have tried that increase clients use of the confirmed resolution? 

Hi,

We’ve got an internal tool that uses the content of the conversation to determine whether the issue was resolved and some other things eg. quality of the outcome.  Been thinking about possibly making it available on intercom to others, if you’d like to give it a go lmk.

Jon

To encourage clients to click “Yes, that helped” and improve your confirmed resolution rate, you might try these methods:

Add a Gentle Reminder: At the end of conversations, use a brief, friendly prompt asking, “Did this help?” A small nudge can remind users to confirm the resolution.

Use Visual Cues: Make the confirmation button more visible or engaging by experimenting with its color, placement, or wording, so it’s easier for clients to notice and interact with it.

Explain the Benefit: Include a short message explaining why feedback matters, like “Your feedback helps us improve!”—this can motivate users to take action.

Automate Follow-Ups: Send a quick follow-up message to ask if the answer solved their issue, including the confirmation button for convenience. This keeps the request top of mind.

Test Alternatives: Consider using wording like “Is everything resolved?” rather than “Yes, that helped” to ensure clarity.

These techniques can help clients feel engaged and encourage more frequent confirmations.

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