Customer service tips – 10 ways to cut first response time
Updated
First response time is one of the metrics that affects customer satisfaction most. Here are ten ways to shorten it.
10 customer service tips
- Bring all channels into one inbox.
- Let AI answer common questions instantly.
- Write a clear FAQ on your site.
- Keep saved replies for recurring cases.
- Prioritise by urgency.
- Set a response-time goal and track it.
- Route the right case to the right person.
- Teach the AI from every unanswered question.
- Reply in the customer's language.
- Track common questions and improve your product or site.
Measure first response time
Measure the time from the customer's first message to the first reply. With an AI agent it is often a few seconds for common questions. Also see improve customer satisfaction with AI.
Don't forget the human
Speed matters, but it is not everything. Make sure customers can always reach a person and that answers are correct. Read what is customer service.
Common questions
- What is first response time?
- The time from a customer's first message until they receive a first reply.
- What is a good response time?
- In chat many expect a reply within a minute; by email within a few hours.
- How do I cut response time fastest?
- Let an AI agent answer common questions instantly and bring channels into one inbox.
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