Definition
First response time (FRT) is a customer service metric that measures the average time it takes for a support agent to send the initial reply to a customer’s inquiry after it has been received.
Why It Matters
Live chat is inherently designed for low FRT. Chatway’s features, like canned responses, and notifications, help businesses achieve exceptionally fast first response times, which is critical for customer satisfaction in live chat.
Real-Life Use Cases
A customer support team aims for a first response time under 30 seconds for all live chats, ensuring immediate acknowledgment and reducing customer frustration. Automated greetings and efficient agent routing help them consistently meet this critical KPI.
FAQs
You can improve response time by using automated greetings, canned responses, agent routing, typing previews, and ensuring adequate staffing during peak hours.
Generally, an excellent first response time for live chat is under 30 seconds, while under 1 minute is considered very good.
Live chat reduces wait times by enabling agents to handle multiple conversations simultaneously, using automation for initial responses, and providing efficient routing.
Key metrics include First Response Time, Resolution Time, Customer Satisfaction (CSAT), Chat Volume, and Agent Utilization.