What is First Response Time?

First Response Time (FRT), also called First Reply Time, is the amount of time it takes for a business to respond to a customer’s initial question or request. It measures how quickly a company replies after a customer reaches out for the first time, whether by email, phone, live chat, or social media.
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An image representing a human trying to respond to the user query as quick as possible to better the First Response Time.

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Why is First Response Time Important?

First Response Time is important because customers expect quick replies, especially when they need help. A fast response makes customers feel valued and shows that the business cares about their concerns. When customers get timely replies, they are more likely to trust the company and be satisfied with the service.

How to Calculate First Response Time?

Calculating First Response Time involves three steps:

  • Check the time of the customer's message: When did the customer first reach out?
  • Check the time of your first reply: When did you send the first reply?
  • Subtract the difference: First Response Time = Time of First Reply - Time of First Message.

For example, if a customer sends a message at 2:00 PM and you respond at 2:15 PM, the First Response Time is 15 minutes.

How to Calculate Average First Response Time

To find the Average First Response Time, add up all the First Response Times for each customer interaction and divide by the total number of interactions. This shows how long, on average, customers wait for the first reply.

Example Calculation:

  • Interaction 1: 10 minutes
  • Interaction 2: 20 minutes
  • Interaction 3: 15 minutes
  • Average FRT = (10 + 20 + 15) / 3 = 15 minutes.

How Do You Reduce First Response Time?

To reduce First Response Time and respond faster, businesses can use these strategies:

  • Use Chatbots

    Chatbots can provide instant answers to common questions, reducing wait times.

  • Assign Priorities

    Prioritize incoming requests so urgent issues are addressed first.

  • Train Support Teams

    Well-trained teams can respond more quickly and effectively.

  • Use Canned Responses

    Pre-written replies to frequently asked questions can save time.

What Are Customers' First Reply Time Expectations?

Customers generally expect a quick reply:

  • Phone - Immediate response or within a few minutes.
  • Live Chat - Within seconds to a few minutes.
  • Email - Within a few hours or the same day.
  • Social Media - Within an hour or the same day.

3 Ways to Improve First Reply Time

To improve First Reply Time, consider these tactics:

  • Automate Common Questions

    Set up chatbots or automated replies for frequently asked questions.

  • Add More Support Staff

    Having sufficient team members helps ensure customers don't wait long for a reply.

  • Use Time-Based Alerts

    Some tools send alerts if a response time is too long, helping teams stay on track.