But Jeff Toister points out an important point

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asked them the following question: "What matters mostto you when you want to resolve a customer service issue with a company?"» In 72.5% of cases, the most frequent response from respondents is: “theyresolve my problem quickly”. The second most frequent answer (58.9%) is “theyreact quickly”. Empathy and delivering the customer's preferred channel werealso rated as important, but speed was by far the most important metric. Sendthe right message to your customers We know there is a correlation betweenfaster response times and better customer satisfaction . But that's not all:your response time also sends an important message to your customers. A quickresponse to a ticket is a way to tell them that you are here, ready to help,and

that you care about their problems. A slow response, on theother hand, can send the opposite message. “Companies that take too long torespond suggest to the customer that their Chinese Malaysia Phone Number List  problem is not a priority for themor that the company is simply not organized enough to respond quickly,”explains Jeff Toister. It's not ideal,. Sending a quick response is not enough: the response must also beuseful. Jeff Toister, President, Toister Performance Solutions “Sending a quickresponse is not enough: the response must also be useful,” emphasizes JeffToister. “Businesses can fall into the trap of prioritizing speed over quality,which results in frustration for the customer if they don't get a complete anddetailed answer the

first time. » Providing a helpful response on the first try(without a constant back-and-forth between the customer and agent) is called afirst contact resolution (FCR) or one-time resolution. While FRT measuresspeed, RPC is an indicator of utility, and you need both to be successful. FRT +RPC, FTW Measure the time before first response First response time iscalculated by measuring the time between when a customer submits a request andwhen a customer service agent responds to the ticket. Here are some tips formeasuring the time to first response: Measure your FRT in business hours Unlessyou offer follow-the-sun customer service , your team will have off hours. Bymeasuring your business hours, you ensure that you are not penalized forrequests