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A Guide to:
Kayako’s Customer Support Metrics deep dive series
First Reply Time
What is average first reply time?
F R T
Average first reply time looks at how long it it
takes for your support team to get back to a
customer’s first request.
What...
Why should you measure average
first reply time?
F R T
First reply time is more important that overall reply
times, because it's an acknowledgement to the
customer that their is...
It also indicates how quickly your team is addressing
new tickets, and helps you see if you have enough
team members to de...
Different channels have different expectations for first
reply time.
Live chat should have a very quick first reply time,
wh...
Get the Ultimate
Guide to Support
Metrics cheat sheet.
Your guide to all the
customer support
metrics that
matter, and how...
How to calculate first reply time
F R T
How to calculate first reply time
Total first reply time
[Sum of all time taken to
reply to first contacts]
Total number of c...
So you’ve got your average
first response time…
Now what?
F R T
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
43% of consumers expect an ema...
What this means:
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
F R T
In general a high first reply time means that customers
may channel switch because they aren't sure if you’ve
received thei...
What to do:
High average first reply time?
More than 24 hours for email
More than 1 hour for social/chat
F R T
If you’re struggling with high first reply time, you need
to set minimum response-time goals and help your
team to meet the...
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
F R T
What this means:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
F R T
You’re doing a great job of getting back to
your customers really quickly!
What this means:
Low average first response time...
F R T
What to do:
Low average first response time?
Less than 8 hours for email
Less than 30 minutes for social/chat
F R T
Check to make sure you aren’t getting a falsepositive -
exclude any auto-responders from your calculations.
If you’ve stil...
Get the Ultimate
Guide to Support
Metrics cheat sheet.
Your guide to all the
customer support
metrics that
matter, and how...
kayako.com
Subscribe to our blog: learn.kayako.com/join-us
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How to Calculate Average First Reply Time

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What is average first reply time?

This metric shows how long it takes for your support team to get back to a customer’s first request.

Why should you measure average first reply time?

First reply time is more important than overall reply times because it’s an acknowledgement to the customer that their issue is being looked into.

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.

Different channels have different expectations for first reply time, but 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.

Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics

Published in: Business

How to Calculate Average First Reply Time

  1. 1. A Guide to: Kayako’s Customer Support Metrics deep dive series First Reply Time
  2. 2. What is average first reply time? F R T
  3. 3. Average first reply time looks at how long it it takes for your support team to get back to a customer’s first request. What is average first reply time? F R T
  4. 4. Why should you measure average first reply time? F R T
  5. 5. 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 average first reply time? F R T
  6. 6. 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 average first reply time? F R T
  7. 7. Different channels have different expectations for first reply time. Live chat should have a very quick first reply time, while email can afford to wait a little longer. Why should you measure average first reply time? F R T
  8. 8. Get the Ultimate Guide to Support Metrics cheat sheet. Your guide to all the customer support metrics that matter, and how to calculate them. Check it out!
  9. 9. How to calculate first reply time F R T
  10. 10. How to calculate first reply time Total first reply time [Sum of all time taken to reply to first contacts] Total number of cases = Average first reply time F R T
  11. 11. So you’ve got your average first response time… Now what? F R T
  12. 12. 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 media within one hour F R T
  13. 13. What this means: High average first reply time? More than 24 hours for email More than 1 hour for social/chat F R T
  14. 14. 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 F R T
  15. 15. What to do: High average first reply time? More than 24 hours for email More than 1 hour for social/chat F R T
  16. 16. 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 F R T
  17. 17. Low average first response time? Less than 8 hours for email Less than 30 minutes for social/chat F R T
  18. 18. What this means: Low average first response time? Less than 8 hours for email Less than 30 minutes for social/chat F R T
  19. 19. You’re doing a great job of getting back to your customers really quickly! What this means: Low average first response time? Less than 8 hours for email Less than 30 minutes for social/chat F R T
  20. 20. F R T What to do: Low average first response time? Less than 8 hours for email Less than 30 minutes for social/chat F R T
  21. 21. 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
  22. 22. Get the Ultimate Guide to Support Metrics cheat sheet. Your guide to all the customer support metrics that matter, and how to calculate them. Check it out!
  23. 23. kayako.com Subscribe to our blog: learn.kayako.com/join-us

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