What Exactly is First Response Time?
First response time is the most critical metric of great customer service. It is the time in which the customers receive the first response from the customer service agent after they submit a query.
While the other skills hold equal importance in place, providing response to customers in the shortest span of time is considered as one of the most essential skills. It especially works out for businesses where the long waiting time is resulting into higher customer frustration and increased churn rate.