Sadly, too few companies prioritize fast response times. David Bailey-Lauring, CEO at Blu Mint DigitalĪdding to that, a survey from Hiver found that 70% of consumers say they will advise their friends against buying a product or service after a negative service experience.Īnd the top customer service frustration among 27% of Americans is ineffective service. Slow response times definitely leave a bad impression for any future business. If they don’t respond, I’ll find a new company to do business with (if possible). Personally, I prefer a response within 15 minutes - no more than an hour maximum. What happens when a company takes too long to respond and doesn't meet expectations? Therefore, responding quickly means you're meeting customer expectations. Second, speed matters in customer service because your customers demand it!ĬMO council found that the most important attribute of a good customer experience, according to the customers’ themselves, is a fast response time. Let's start with the obvious – a fast response makes your customers feel important.
#Average shortcat how to#
However, if it takes your team longer than the average to respond, then it might be time to examine how to amp up team work and find new ways to improve your processes, so you can reduce response times and keep your customers happy.īut, do fast response times really matter? If you calculate that your average response time is 4 hours, then – job well done!
Now, divide 12 hours by the 3 emails you sent and you end up with an average response time of 4 hours. Collectively, it takes you 12 hours to respond to all 3 emails. The first email takes 2 hours, the second takes 4 hours, and the third takes 6 hours. Let’s imagine you send 3 customer service emails per day. If you’re not a SuperOffice customer, then here’s how you can calculate your average FRT. Here, you can find the average response time by reporting period, by department or team and by individual agents. This will give you a single number of hours, which is your average FRT.įor SuperOffice Service customers, FRT is calculated automatically – meaning less work for you and your team. Then, simply divide the top figure (total time to send responses) by the bottom figure (total number of responses).
You may want to look at this over the course of a day, a week, or even a month to get a clear picture. Make sure the time period for both metrics matches. The total number of responses sent in that selected time period.The total time it took to respond to emails during a selected time period.To understand how to calculate your average FRT, there are two key pieces of data you need to collect from your customer service team: Therefore, if you want to improve the experience for your customers, then you need to make reducing your average FRT a priority for your business. Reducing response times and responding to your customers with helpful and relevant information is the key to customer success. It looks at not just the one-off response for a single customer, but the average response time for your entire department. What is average first response time (FRT)?Īverage first response time is one of the most important customer service reports used to understand how you are performing. To answer that question, you need to calculate your first response time (FRT).
Of these, 60% consider instant to mean within 10 minutes or faster.ĭo you know how long it takes for you to respond to your customers? While 12% expect a response within 15 minutes or less.Īdding on, 90% of customers view an instant response as either crucial or very important when they need customer service assistance. The result? Nearly half of all customers (46%) expect companies to respond faster than 4 hours. Together with Jeff Toister, we recently asked 3,200 consumers how quickly they expect companies to respond to their email. It’s clear that you have an opportunity to stand out against the competition by simply responding to your customers.įor companies that do respond, the average response time is 12 hours – with the slowest response taking longer than 8 days! Yet, in our annual customer service study, we found that 62% of companies do not respond to customer emails. Without them, you don’t have much of a business – so it’s important to keep them happy. Your customers are the source of your revenue.
0 kommentar(er)
