Definition: First response time
First response time (FRT) measures how long customers wait for the first reply. It is a key metric for service quality and satisfaction.
Why first response time matters
The first reply shapes the impression. Long waits lead to frustration, abandoned enquiries and poor reviews. Short response times signal reliability – and in sales are closely linked to speed-to-lead. An AI chatbot pushes first response time down to seconds because it answers instantly, around the clock.
Improving first response time
Automated first responses, channels bundled in one omnichannel inbox, and prepared text snippets cut response time significantly – without more staff.
Related terms
Speed-to-lead
Speed-to-lead is the time between an enquiry and the first response to it. The shorter it is, the higher the c…
Read more DefinitionLive chat
Live chat is real-time communication between website visitors and a staff member via a chat window – often com…
Read more DefinitionOmnichannel communication
Omnichannel communication bundles all channels – WhatsApp, website chat, Instagram, Facebook, email – in one i…
Read more DefinitionAI chatbot
An AI chatbot is a computer program that uses artificial intelligence to understand natural language and answe…
Read moreFrequently asked questions
What is a good first response time?
How do I lower response time without more staff?
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