Supportsoft Glossary
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Tracking Speed of Initial Customer Engagement
The first response time indicates the time taken by the support team to react to the first customer request. It determines the character of the entire support experience.
Quick replies give the impression of good service and make customers feel more confident. On the other hand, a long wait may cause disappointment even if the issue is solved quickly.
Steps to improving first response time include good staffing, automation, and good routeing.
Fast first responses consistently build customer trust and improve the perception of service.