First Response Time (FRT)

First Response Time (FRT) is the duration between when a customer submits a request and when they receive the initial reply, crucial for customer satisfaction.

What is the First Response Time (FRT)?

First Response Time measures how long it takes for a customer service team to send the first reply to a customer inquiry. It's a key performance metric that reflects the efficiency and responsiveness of a support team.

Why is the First Response Time important?

A quick first response time can enhance customer satisfaction by showing customers that their inquiries are being addressed promptly. It sets the tone for the customer’s experience and can influence their perception of the company’s service quality.

Tips for improving the First Response Time

Work with Neople: Engage your digital coworker to automate responses to common inquiries, ensuring faster initial replies.
Prioritize inquiries: Implement a system to prioritize tickets based on urgency to manage response times effectively.
Monitor performance: Regularly review response time metrics to identify bottlenecks and areas for improvement.

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https://www.neople.io/glossary/first-response-time

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