The average First Response Time (FRT) for live chat is 1 minute and 36 seconds.
First Response Time refers to the duration it takes for a support team or service provider to provide an initial response to a customer's inquiry, request, or issue.
It is a crucial metric in customer service and support, as it directly impacts customer satisfaction and perception of the quality of service. A shorter first reply time generally leads to happier customers and a more positive customer experience.
First Response Time is typically calculated by measuring the time elapsed between when a customer's communication is received and when the first meaningful response is sent back to the customer. This includes the time spent in the queue before a support agent starts working on the request.
The calculation involves adding up the time spent by the request in the queue and the time the agent spent composing and sending the initial response. This total time is then divided by the number of requests during a specific time period to get the average FRT.
Some effective ways to reduce First Response Time include:
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