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A Guide to:
Kayako’s Customer Support Metrics deep dive series
First Reply Time
What is average first reply time?
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Average first reply time looks at how long it ittakes for your support team to get back to a
customer’s first request.
What is average first reply time?
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Why should you measure averagefirst reply time?
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First reply time is more important that overall reply times, because it's an acknowledgement to the customer that their issue is being looked into.
Why should you measure averagefirst reply time?
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It also indicates how quickly your team is addressing new tickets, and helps you see if you have enough
team members to deal with volume.
Why should you measure averagefirst reply time?
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Di�erent channels have di�erent expectations for first reply time.
Live chat should have a very quick first reply time, while email can a�ord to wait a little longer.
Why should you measure averagefirst reply time?
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Get the UltimateGuide to SupportMetrics cheat sheet.
Your guide to all the customer support metrics thatmatter, and how to calculate them.
Check it out!
How to calculate first reply time
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How to calculate first reply time
Total first reply time[Sum of all time taken toreply to first contacts]
Total number of cases= Average first
reply time
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So you’ve got your averagefirst response time…
Now what?
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High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
43% of consumers expect an email reply within one day
42% of consumers expect a response on social mediawithin one hour
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What this means:
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
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In general a high first reply time means that customers may channel switch because they aren't sure if you’ve received their message or are working on their case.
What this means:
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
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What to do:
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
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If you’re struggling with high first reply time, you need to set minimum response-time goals and help your
team to meet them.If you’re still struggling, your team is probably
stretched too thin, and you’ll need to hire more team members.
What to do:
High average first reply time?More than 24 hours for email
More than 1 hour for social/chat
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Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
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What this means:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
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You’re doing a great job of getting back toyour customers really quickly!
What this means:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
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What to do:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
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Check to make sure you aren’t getting a falsepositive - exclude any auto-responders from your calculations.
If you’ve still got a low first response time, then awesome! Keep it up!
What to do:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
F R T
Get the UltimateGuide to SupportMetrics cheat sheet.
Your guide to all the customer support metrics thatmatter, and how to calculate them.
Check it out!
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