Glossary
How long a customer waits for the first reply after reaching out.
First response time measures the gap between a customer's initial message and the first human or automated reply. It is one of the most influential support metrics because waiting is the top driver of frustration.
Fast first responses set a positive tone, reassure the customer they've been heard, and reduce the chance they go elsewhere. Even an instant automated acknowledgement improves the experience.
Automation can drive first response time effectively to zero by greeting and triaging every message immediately.
A fast first response shapes the entire customer experience and reduces drop-off and frustration.
Defuser AI replies instantly with Auto Replies, so first response time approaches zero — see Instagram auto reply.
How long a customer waits for the first reply after reaching out.
A fast first response shapes the entire customer experience and reduces drop-off and frustration.
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